Product Support Manager


  • West Jakarta, Indonesia
    Ruko Business Park Kebon Jeruk Jl. Meruya Ilir no 88 Blok C2 No 9-10 Jakarta Barat 11620, West Jakarta, DKI Jakarta, Indonesia, West Jakarta, DKI Jakarta, Indonesia
    West Jakarta
    DKI Jakarta
  • Full time
Posted a month ago and deadline of application is on 24 Apr
Recruiter was hiring 16 hours ago

Product Support Manager


Job Description

  • Support Head of CX and Ops leaders in day to day operations of the Product Support team who manage tier 2 issues.
  • Accomplishes Product Support human resource objectives by recruiting, developing, monitoring, enforcing policies and procedures.
  • Ensure customer operations fulfill the set of performance objectives.
  • Manage tools and processes used for Support tickets.
  • Maintain a high-degree of responsiveness and issue resolution for user inquiries.
  • Collaborate with various internal teams to improve both Support processes and the product itself.
  • Monitor the individual & team efficiency to ensure we meet departmental KPIs on a daily & weekly basis.
  • Work towards quarterly targets relating to customer satisfaction and quality performance targets.

Minimum Qualifications

  • Bachelor degree from a reputable university.
  • Engineering / IT background is a must.
  • 3-5 years relevant work experience in solving difficult technical issues, with leadership experience in IT field.
  • Excellent soft skill for interaction with various parties.
  • Ability to think strategically and to lead.
  • Top notch in implementing customer focus attitude.

Jobs Summary

Job level
Mid-Senior Level / Manager
Job category
Customer Service
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Office Address
Ruko Business Park Kebon Jeruk Jl. Meruya Ilir no 88 Blok C2 No 9-10 Jakarta Barat 11620, West Jakarta, DKI Jakarta, Indonesia
Information Technology / IT
1 opening

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About Moka

We are the fastest-growing SaaS startup in Indonesia. We want to make POS accessible to everyone, and empower local businesses to grow. At Moka, we believe in values, not rules. We believe that it’s not about the suits or the time check-ins, but it’s about delivering on our promises. We believe in taking ownership and challenging ideas. We believe in being part of the solutions, not the problem. If you want to be part of a world-class team with a mission to disrupt technology in Indonesia, come join us.