Consumer Operations Team Lead

About Us

The ShopBack Group is Asia-Pacific’s leading shopping, rewards, and payments platform, serving over 40 million shoppers across ten markets.

Driven by the vision to become the world's most rewarding way to shop, ShopBack is dedicated to saving members money and time, while delivering delightful experiences with every purchase. The platform also enables merchants and brands to engage with their members in a cost-effective manner.

Founded in 2014, ShopBack now powers over US$3.7 billion in annual sales for over 15,000 online and in-store partners, with over half a million transactions happening via the platform daily. In 2022, ShopBack expanded its offerings into the realm of financial services with the launch of ShopBack Pay and PayLater - providing members with responsible and convenient payment options at checkout, while empowering partners with more ways to engage potential customers.

As a Consumer Ops Team Lead, you will manage and lead a dynamic team of Level 1 and Level 2 customer support associates and Chatbot specialists for the market. Your role will oversee daily operations, ensure exceptional customer experiences, and drive continuous improvement. You will be the key point of contact for customer-related matters and collaborate with cross-functional teams to enhance service quality and efficiency.

Responsibilities

• Lead the initiation and ownership of Consumer Ops departmental Objectives and Key Results (OKRs) for the market every quarter.
• Manage, mentor, and coach team members to achieve their goals and exceed Key Performance Indicators (KPIs).
• Collaborate with internal teams to ensure the accuracy and relevancy of information in the Help Center and Chatbot, providing customers with up-to-date and useful resources.
• Oversee team members’ onboarding, training, and development in alignment with company standards.
• Analyse performance metrics and identify opportunities for enhancing customer experience, operational efficiency, cost-effectiveness, and adherence to SOP.
• Conduct regular quality audits on conversations and escalations handled by team members to maintain high service standards.
• Act as the Market Lead (Manager) and primary liaison for customer feedback, pain points, and Standard Operating Procedures (SOP) within the customer support department.
• Lead and guide a team of associates and specialists to deliver a 10-star customer experience.
• Collaborate with cross-functional teams to ensure timely and satisfactory resolution of escalated matters.
• Handle complex escalations from both internal and external stakeholders, investigating reported issues, verifying facts, and devising effective resolutions.
• Collaborate closely with internal stakeholders to address customer concerns and escalations and improve overall service quality.
• Document projects, initiatives, SOPs, and other relevant information in Confluence to facilitate knowledge sharing and collaboration.
• Provide regular coaching and support to team members, assisting their professional growth and career advancement.
• Drive continuous improvement initiatives to optimise operational efficiency and customer satisfaction.
• Assist in testing products and features within the customer support context, providing valuable insights to improve overall user experience.
• Develop and implement individualised development plans to enhance team members' skill sets and performance.
• Work closely with both regional and country-level teams to ensure effective communication and alignment of strategies.

Requirements

• Genuine passion for customer service excellence and the ability to create exceptional customer experiences that surpass expectations.
• Experience with Zendesk Admin and ADA features is an added advantage, showcasing familiarity with customer support tools.
• Ability to thrive in a dynamic, fast-paced environment and adapt to evolving customer needs and business priorities.
• Excellent English and Bahasa Indonesia communication skills, enabling effective collaboration and communication with regional and local stakeholders.
• Strong interpersonal skills to inspire, motivate, and develop team members.
• Strong problem-solving and analytical skills, with a demonstrated ability to address complex challenges effectively.
• Proficient in concurrently managing multiple tasks and inquiries, prioritising efficiently to ensure timely resolutions.
• Minimum of 2 years of managerial experience leading a customer service/experience team or relevant leadership experience.