Merchant Experience Lead

Jakarta /
We are one of the fastest-growing technology startups in Indonesia. We want to bring business ecosystem to everyone, and empower businesses to sell and grow. 

At Moka, we believe in values, not rules. We believe that it's not about the suits or the time check-ins, but it's about delivering on our promises. We believe in taking ownership and challenging ideas. We believe in being part of the solutions, not the problem. 

If you want to be part of a world-class team with a mission to empower businesses sell and grow, come join us.

You will

    • Establish the customer support flow for merchants 
    • Collaborate with internal support team to handle merchants complaint
    • Manage fund settlements and refunds inquiries for merchants 
    • New payment method enablement
    • Conduct regular NPS Survey and analyze insight to improve merchant experience 
    • Monitor key SLA metrics and initiate improvement for customer satisfaction 

You have

    • Minimal 2-3 years working experience 
    • Experienced in project management, customer-support handling. business operations 
    • Strong leadership, critical thinking, and problem solving 
    • Ability to write, read, and speak fluent in English 
Moka is a technology company based in Jakarta (Indonesia) providing cloud-based Point-of-Sale and payment solutions that empowers small and medium-sized businesses to better sell and grow. 

We are a one-stop solution for businesses. From Point-of-Sale, inventory system, and customer relationship management, to payment acceptance, business capital, and fresh ingredient management.

We are trusted by more than 40,000 merchants, and have presence in more than 200 cities across Indonesia.