📍 Job Overview

Job Title: Customer Support Manager
Company: GoTo Group
Location: Jakarta, Indonesia
Job Type: On-site, Permanent
Category: Management, Customer Support
Date Posted: June 25, 2025
Experience Level: Mid-Senior level (5-10 years)

🚀 Role Summary

Key Responsibilities: Lead and manage a team of support supervisors and agents, ensuring efficient operations and high customer satisfaction. Serve as the final escalation point for complex merchant issues and drive process improvements based on data analysis.
Key Skills: Proven experience in customer support management, strong leadership, problem-solving, and data analysis skills. Familiarity with CRM systems and ticketing tools is a plus.

📝 Enhancement Note: This role requires a balance of strategic thinking, hands-on management, and exceptional communication skills to succeed in a fast-paced, high-impact environment.

💻 Primary Responsibilities

Team Leadership & Management: Lead, mentor, and manage a team of supervisors who oversee support agents. Ensure team performance, development, and retention.
Daily Operations Management: Oversee daily support operations, ensuring inquiries and issues are handled efficiently within Service Level Agreements (SLAs).
Issue Resolution & Escalation: Serve as the final escalation point for complex or critical merchant issues, collaborating with cross-functional teams for resolution.
Merchant Satisfaction & Feedback: Drive initiatives to improve merchant satisfaction, collect regular feedback, and implement improvements based on merchant needs.
Performance Analysis & Reporting: Analyze support metrics and performance data, identify areas for improvement, and prepare regular reports for senior management.
Cross-Functional Collaboration: Maintain strong communication channels with other departments to align support efforts with overall business goals.

📝 Enhancement Note: This role requires a proactive approach to problem-solving, continuous process improvement, and a data-driven mindset to ensure high customer satisfaction and team performance.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Information Technology, or a related field.

Experience: 5+ years of experience in customer support or technical support, with at least 2 years in a managerial role.

Required Skills:

Proven experience managing a team, including supervisors, and overseeing a large-scale support operation.
Strong understanding of customer support processes, tools (e.g., CRM systems, ticketing systems), and best practices.
Excellent leadership, problem-solving, and communication skills.
Ability to work in a fast-paced environment and manage multiple priorities.

Preferred Skills:

Experience in the e-commerce or fintech industry.
Familiarity with merchant support processes and tools.
Proficiency in data analysis and reporting.

📝 Enhancement Note: Candidates with experience in managing support teams in fast-paced, high-growth environments will excel in this role.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: IDR 30,000,000 - 45,000,000 per year (Based on market research for mid-senior level management roles in Jakarta's customer support industry)

Benefits:

Competitive salary and benefits package.
Opportunities for professional growth and development.
A dynamic, fast-paced work environment with a collaborative team culture.

Working Hours: Full-time, 40 hours per week, with flexible scheduling to accommodate peak support hours.

📝 Enhancement Note: The salary range is estimated based on market research for mid-senior level management roles in Jakarta's customer support industry. Benefits and working hours are based on the information provided in the job listing.

🎯 Team & Company Context

🏢 Company Culture

Industry: GoTo Group is the largest digital ecosystem in Indonesia, offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The company consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.

Company Size: GoTo Group is a large organization with over 2.5 million driver partners across the regions, offering a wide range of services such as transportation, food delivery, logistics, and more. This size allows for extensive resources, growth opportunities, and a diverse range of services.

Founded: Gojek was founded in 2010, and GoTo Financial was established in 2021 through the merger of Gojek and Tokopedia. The company's history is marked by innovation, growth, and a commitment to empowering progress in Indonesia.

Team Structure: The customer support team is structured with support agents, supervisors, and the customer support manager. The manager reports directly to the Head of Customer Support and collaborates with cross-functional teams, including Product, Engineering, Sales, Onboarding, Legal, Risk, and Layer 2 Support.

Development Methodology: The customer support team follows Agile methodologies, focusing on continuous improvement, regular feedback collection, and data-driven decision-making.

Company Website: GoTo Group

📝 Enhancement Note: The company culture at GoTo Group is characterized by a fast-paced, detail-oriented environment where collaboration and problem-solving are at the core of everything they do. The customer support team works closely with cross-functional teams, supports regulatory compliance, and is committed to mentoring one another while driving operational excellence.

📈 Career & Growth Analysis

Customer Support Manager Career Level: This role is a mid-senior level management position, responsible for leading a support team and driving operational excellence. The manager serves as the final escalation point for complex issues, collaborates with other teams to resolve them, and implements process improvements based on data analysis.

Reporting Structure: The customer support manager reports directly to the Head of Customer Support and oversees a team of support supervisors who, in turn, oversee the support agents.

Technical Impact: The customer support manager has a significant impact on the overall customer experience and merchant retention. By driving process improvements, ensuring high customer satisfaction, and fostering strong relationships with merchants, the manager contributes to the company's success and growth.

Growth Opportunities:

Career Progression: With proven success in this role, there may be opportunities for advancement to a senior management or director-level position within the customer support organization or other departments within GoTo Group.
Technical Skill Development: The customer support manager will have opportunities to develop their leadership, data analysis, and process improvement skills, as well as gain experience in managing a large-scale support operation.
Team Management & Leadership: This role provides ample opportunities to develop and refine team management and leadership skills, as well as mentoring and coaching abilities.

📝 Enhancement Note: Career growth opportunities at GoTo Group are likely to be based on individual performance, team success, and the company's expansion plans. The customer support manager role offers a strong foundation for further career development within the customer support organization or other departments.

🌐 Work Environment

Office Type: GoTo Group's office is a dynamic, fast-paced work environment with an open floor plan, encouraging collaboration and communication among team members.

Office Location(s): The primary office is located in Jakarta, Indonesia, with additional offices in other major cities across the country.

Workspace Context:

Collaborative Workspace: The open floor plan fosters collaboration and communication among team members, encouraging knowledge sharing and problem-solving.
Modern Workspace Amenities: The office is equipped with modern amenities, including multiple monitors, testing devices, and comfortable workspaces.
Cross-Functional Interaction: The customer support team works closely with other departments, such as Sales, Product, and Marketing, to align support efforts with overall business goals.

Work Schedule: The work schedule is typically Monday to Friday, with flexible scheduling to accommodate peak support hours. The customer support team may be required to work on weekends or holidays as needed to ensure 24/7 support coverage.

📝 Enhancement Note: The work environment at GoTo Group is designed to facilitate collaboration, communication, and knowledge sharing, fostering a productive and engaging workspace for customer support professionals.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills, cultural fit, and initial qualifications for the role.
On-site Interview: A more in-depth discussion about the candidate's experience, skills, and fit for the role. This may include case studies, problem-solving exercises, and behavioral questions.
Final Interview: A meeting with the hiring manager or a panel of stakeholders to discuss the candidate's qualifications, fit, and potential for growth within the organization.

Portfolio Review Tips (N/A for this role)

Technical Challenge Preparation (N/A for this role)

ATS Keywords:

Customer Support
Team Management
Problem Solving
Communication
Data Analysis
Performance Monitoring
Process Improvement
Leadership
Training
Collaboration
CRM Systems
Ticketing Systems
Fast-Paced Environment
Merchant Satisfaction
Cross-Functional Collaboration
Operational Excellence

📝 Enhancement Note: While this role does not require a technical portfolio or challenge preparation, candidates should be prepared to discuss their experience in customer support management, team leadership, and problem-solving in a fast-paced environment during the interview process.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Prioritize customer needs and satisfaction in all decision-making processes.
Continuous Improvement: Regularly collect feedback, analyze data, and drive process improvements to enhance the customer experience.
Collaboration: Work closely with cross-functional teams to ensure alignment with overall business goals and deliver exceptional customer support.
Empowerment: Empower team members to make decisions, take ownership, and drive results.

Collaboration Style:

Cross-Functional Integration: Collaborate with other departments, such as Sales, Product, and Marketing, to ensure support efforts align with overall business goals.
Code Review Culture: Regularly review and discuss support processes, tools, and best practices to ensure continuous improvement and high-quality support.
Peer Programming: Encourage knowledge sharing, mentoring, and collaboration among team members to foster a culture of learning and growth.

📝 Enhancement Note: The customer support team at GoTo Group values a customer-centric approach, continuous improvement, collaboration, and empowerment. Candidates who share these values and are passionate about driving exceptional customer experiences will thrive in this role.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High-Volume Support: Manage a large-scale support operation, ensuring efficient issue resolution and high customer satisfaction in a fast-paced, high-volume environment.
Complex Issue Resolution: Serve as the final escalation point for complex or critical merchant issues, collaborating with cross-functional teams to resolve them promptly.
Data-Driven Decision Making: Analyze support metrics and performance data to identify trends, optimize processes, and improve customer satisfaction.

Learning & Development Opportunities:

Leadership Development: Develop and refine leadership, team management, and coaching skills through hands-on experience and mentoring opportunities.
Data Analysis: Enhance data analysis skills by working with support metrics, performance data, and other relevant datasets to drive informed decision-making.
Industry Knowledge: Gain a deep understanding of the e-commerce and fintech industries, as well as the specific challenges and opportunities faced by merchants in these sectors.

📝 Enhancement Note: The customer support manager role at GoTo Group presents unique challenges and growth opportunities, including managing a high-volume support operation, driving data-driven decision-making, and developing leadership and industry-specific knowledge.

💡 Interview Preparation

Technical Questions:

Customer Support Experience: Be prepared to discuss your experience in customer support management, team leadership, and problem-solving in a fast-paced environment.
Data Analysis: Demonstrate your ability to analyze support metrics and performance data to identify trends, optimize processes, and improve customer satisfaction.
Process Improvement: Showcase your experience in driving process improvements based on data analysis and customer feedback.

Company & Culture Questions:

Company Values: Demonstrate your understanding of GoTo Group's values and how you can contribute to their success in your role as a customer support manager.
Team Dynamics: Discuss your experience working in a dynamic, fast-paced team environment and how you can foster a collaborative and inclusive culture within the customer support team.
Merchant Satisfaction: Explain your approach to improving merchant satisfaction and retaining customers in a competitive market.

Portfolio Presentation Strategy (N/A for this role)

📝 Enhancement Note: Candidates for the customer support manager role should focus on demonstrating their leadership, problem-solving, and data analysis skills during the interview process. Familiarize themselves with GoTo Group's values and be prepared to discuss their approach to driving exceptional customer experiences and managing a high-volume support operation.

📌 Application Steps

To apply for this customer support manager position at GoTo Group:

Submit your application through the application link provided.
Tailor your resume and cover letter to highlight your customer support management experience, leadership skills, and problem-solving abilities.
Prepare for the interview process by researching GoTo Group's values, customer support best practices, and data analysis techniques.
Practice common customer support management interview questions and develop your responses based on your experience and the company's values.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support management industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Manager