Product Support Manager

Operations – Product Support
We are the fastest-growing technology startup 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.

Job Description

    • Support Head of CX and Ops leaders in day to day operations of the Product Support team who manage tier 2 issues.
    • Accomplishes Product Support human resource objectives by recruiting, developing, monitoring, enforcing policies and procedures.
    • Ensure customer operations fulfill the set of performance objectives.
    • Manage tools and processes used for Support tickets.
    • Maintain a high-degree of responsiveness and issue resolution for user inquiries.
    • Collaborate with various internal teams to improve both Support processes and the product itself.
    • Monitor the individual & team efficiency to ensure we meet departmental KPIs on a daily & weekly basis.
    • Work towards quarterly targets relating to customer satisfaction and quality performance targets.

Minimum Qualifications

    • Bachelor degree from a reputable university.
    • Engineering / IT background is a must.
    • 3-5 years relevant work experience in solving difficult technical issues, with leadership experience in IT field.
    • Excellent soft skill for interaction with various parties.
    • Ability to think strategically and to lead.
    • Top notch in implementing customer focus attitude.
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 20,000 merchants, and have presence in more than 200 cities across Indonesia.