Head of Merchant Care - Midtrans

Gojek (Jakarta, USA) 11 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. 



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.



About Us

Gojek is a Super App. It’s one app for ordering food, commuting, digital payments, shopping, hyper-local delivery, and dozen other products. It is Indonesia’s first and only decacorn. It's also the only Southeast Asian startup to be part of Fortune's list of 'Companies That Changed The World.'

Our Mission: To create and scale positive socio-economic impact for our customers, driver-partners, business and MSMEs.

As of 2021, Gojek processed more than $9 billion annualised gross transaction value across all markets where it operates - in Singapore, Thailand, Vietnam and Indonesia. We have the largest food delivery product in Asia, (outside of China), and the largest payments wallet in Southeast Asia.

Our investors include Google, Facebook, PayPal, Sequoia Capital, Tencent Holdings among others.

Gojek is committed to building a diverse and inclusive workplace and is an equal opportunity employer. We do not discriminate on the basis of race, religion, national origin, gender, gender identity, sexual orientation, disability, age, education status, or any other legally protected status.

Head of Merchant Care - Midtrans

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