About the Company

Our client is one of Indonesia’s most established and fully regulated forex trading companies. With a strong commitment to transparency and compliance, it operates under the supervision of BAPPEBTI and has been a trusted name in the country’s financial markets for over two decades.

It is rapidly evolving into a global player in the online trading industry. Its core business centers around foreign exchange (forex) trading, commodities, and index trading, providing sophisticated trading tools and services to both retail clients and institutional partners.

Job Role

The Head of Customer Support will lead the company’s customer experience function, ensuring operational excellence, regulatory compliance, and continuous improvement of support services. This role requires strong leadership in contact center operations, service innovation, and data-driven decision making to elevate customer satisfaction and operational efficiency.

Key Responsibilities

• Develop and implement metrics, KPIs, policies, and procedures for onboarding, success, and support services.
• Coordinate with internal and external stakeholders (vendors, clients, regulators) to ensure smooth operations.
• Stay updated on regulatory/legal requirements, adapting processes to new policies.
• Propose, lead, and manage innovation projects to improve customer support.
• Analyze feedback, behavior, and trends to improve products and services.
• Plan employee shifts and forecast traffic in line with operational demands.

Candidate Requirements

• Education: Bachelor’s degree in any field.
• Experience:
  • 6+ years in customer support, contact center operations, customer success, or related roles.
  • Previous or recent exposure in fintech, startup, preferably crypto, stock, forex.
• Technical Expertise:
  • Proficiency with Customer Support Ticketing Software.
  • Strong troubleshooting ability for Quality of Service (QoS) issues.
• Professional Skills:
  • Excellent prioritization, judgment, and follow-up skills.
  • Strong communication, leadership, and analytical thinking.
  • Problem-solving and customer-centric mindset.
  • Willingness to work under a shift system.
• Language Skills: business-level oral and written English.