Head of Merchant Care

Go Jek (Jakarta JK, Indonesia) 29 days ago
About the Role

As our Head of Merchant Care, you’ll take the wheel in guiding your team members to design and deliver a cohesive, seamless support experience for our merchant-partners. On a daily basis, you’ll handle technical and non-technical merchant-partner issues, leading the triaging process to streamline collaborations and information channels between user-facing and Product Engineering teams. You’ll also focus on developing careers, providing mentorships for your direct reports, setting long term roadmaps, measuring success metrics, and sharing best practices within the team. Your efforts will ultimately ensure our merchant-partners are given the world-class, enjoyable experience they deserve whenever they utilize our platform. 

What You Will Do

  • Manage, lead, and develop the team to deliver world-class support for our merchant-partners
  • Design, propose, and implement improvements to our Support flow to improve user experience with our Support team
  • Maintain metrics and analysis of team performance, providing regular written reports on these performances
  • Lead the collaboration process between teams to resolve merchant-partner issues in a timely manner
  • Work with the Head of Integrations to ensure that our merchant-partner integration experience is seamless
  • Work closely with internal cross-functional leaders to ensure we deliver world-class support for internal and external users

What You Will Need

  • At least 5 years of experience in managing/leading a Customer Service/Support team for both online and offline channels
  • A Bachelor’s degree with a technical major (e.g. Computer Science, Information Technology, Information System), or experience working in a technical support role
  • A background operations with a track record of making data-driven decisions 
  • Strong written and verbal communication skills focused on improving collaboration, understanding, and information exchange across all stakeholders
  • Excellent interpersonal skills to exhibit a high degree of empathy towards our merchant-partners, and to effectively understand and resolve any issues they bring to the table
  • A strong analytical thinker and problem solver with a sharp attention to detail in order to identify the gaps problem areas within the team’s processes, and to provide effective solutions accordingly 
  • Ability to prioritize and handle multiple requests/projects simultaneously
About the Team
Our Payments team oversees GoPay (Southeast Asia’s fastest-growing consumer payments and financial services app), as well as Midtrans (one of Indonesia’s largest payment gateways), and Spots (Indonesia’s largest offline network for payments).
Our Merchant Payments team is part of the larger Payments platform, and consists of passionate engineers based in Jakarta, Singapore, and Gurgaon. We run Southeast Asia’s leading financial platform for online and onsite merchants. It's our job to oversee all things related to empowering business owners, and to create a seamless and efficient payment gateway solution. We also take the time to understand our merchant-partners daily concerns and experiences in order to cater our services to resolve any hurdles and expand their operations. The big question that we’re always trying to solve is: How can we better improve our digital experience for our merchants-partners.
We've helped simplify payments for over 300,000 merchant-partners in our respective regions - from retail stores in town to your favorite Gorengan and Martabak stalls. But, the growth of Payments does not stop here. We are hungry for more. We intend to become the largest payment and financial services group in Southeast Asia. We are working on several projects now, including one about enhancing direct interaction with our merchant-partners of a variety of businesses and their customers.
We’re a high-performing, tight-knit team who are committed to the growth of the company, as well as each other’s personal growth and well-being. Pre-COVID, factions of our team would enjoy catching up over a round of drinks after work. However, with WFH becoming more normalized, we've been sharing our favorite ways to prioritize a healthy work-life balance at home. Off-hours, you’d probably find us binging The Queen’s Gambit on Netflix, whipping up a loaf of sourdough bread, or trying our best to survive a HIIT workout on YouTube.

Head of Merchant Care

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