Customer Service Supervisor

McEasy, a transportation management solution to simplify complex logistics operations. is looking for a Customer Service Supervisor to join our ever-growing team!

We are looking for individual who is able to handle escalations, supporting team member, and troubleshooting customer issues to effectively managing our services in the market. If you are a keen learner, self-driven, and looking to be a part of a team that is passionate with helping each other, we want to hear from you.

• Oversee daily operations and manage a team of 6-8 Customer Service Representatives.
• Handle escalations and support team members with troubleshooting customer issues.
• Conduct performance reviews, provide constructive feedback, and implement team improvement plans.
• Collaborate with Technical Services and Sales to resolve complex issues and maintain seamless communication.
• Develop and maintain team schedules, including managing irregular hours and remote team dynamics.
• Provide training and coaching to enhance team problem-solving and technical skills.

• Diploma or Bachelor’s degree in any field.
• Minimum 1-3 years of relevant experience in a Customer Service Lead or Supervisor role.
• Excellent problem-solving abilities with a consultative approach.
• Experience using helpdesk platforms (e.g., Freshdesk) to manage customer inquiries and escalations.
• Proficiency in basic Excel functions and data analysis for reporting.
• Strong adaptability and communication skills to effectively manage a dynamic team.
• Prior experience in a SaaS or technology-related company is preferred.
• Placement: Surabaya.