Customer Support Manager – ID

At GetCraft, we’ve built a platform where companies & agencies can easily connect with the best publishers, influencers & creators to produce high-quality content at affordable costs. Today, brands can tell the stories they want to tell, publishers can be profitable in digital, and skilled content creators can get connected with leading brands and agencies. Our ultimate goal is to help foster a thriving creative and media industry in Southeast Asia & beyond.

Since starting the business in 2014, we’ve quickly grown to more than 100 people in Indonesia, Philippines, Malaysia, and Singapore have worked on over 2,000 campaigns for more than 130 brands, grown our network to more than 4,000 creators and have given more than US$5 million back to them.

As a Customer Service Manager you play an essential role in helping us achieve our market ambitions. Get out of your comfort zone through creative problem solving, market challenges or helping customers with solutions. The Customer Support Manager leads, oversees and supports the customer journey in the marketplace.

Job responsibilities

Identify support trends, create new strategies and implement changes for improvement.

Establish and improve Customer Support team SOP, ensuring full implementation and all KPIs set are met.

Supervise agents, monitor operational issues and manage escalations to the respective teams to effectively solve issues.

Communicate with management and operations team to ensure compliance with company standards

Maintain and review agents’ performance, perform training for under-performed key metrics.

Work closely with VP Operations to define new strategy/reporting initiatives.

Maintain the attrition of the team

Profit Share Scheme

Organizational Transparency

Strong Employee Development Plans

20 Days of Paid Annual Leave & Flexible Work Arrangement

Private health insurance

BPJS TK

If you’re interested in this role, please drop your CV at inesmeylani@getcraft.com

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