Customer Success Capital Lead

People Quality improves Service Quality

Xendit is an Indonesian fintech company that provides payment infrastructure across Indonesia. Xendit processes payments, runs marketplaces, disburses payroll and loans, detects fraud and helps other businesses grow exponentially. We serve these companies by providing a suite of world-class APIs and a dashboard UI that simplifies processes. 

Our main focus is to build the most advanced payment rails for Indonesia, with a clear goal in mind — to make payments in Indonesia simple, secure and easy for everyone. We currently serve local SMEs to some of Indonesia’s largest tech startups and also giant-sized businesses like Samsung. We process millions of transactions monthly, growing 25% month on month for the last 2 years. We are trusted and backed by some of the largest VCs in the world, who invested in Facebook, Slack, Twitch and Grab, and are alumni of the prestigious YCombinator (S15).


As Customer Success Capital Lead you will be in a fast-paced team that provides our customers with undivided attention and care. You will be ready to take on any issues or enquiries that our customer raise, work to prevent fires and sooth our customers frustrations. Every day you will solve different puzzles, so no day will be exactly the same. At Xendit we believe that our customers are the most important stakeholders - so this role is crucial to Xendit. You will responsible to improve our people quality to improve our service quality to our customers. This includes planning and executing people improvement in terms of personal skill and product knowledge, capacity planning, and allocating people across organizations to scale. 

Mission

We are looking for an experienced candidate to coordinate and plan people skill improvement and resource allocation across organizations.

Outcomes

  1. Planning and executing CS improvements to make sure resource quality
    • Mapping people within the organization and classified them into certain groups of skills
    • Plan training and individual improvement sessions to increase the quality of our resources - this includes both personal and product skills
    • Take the lead on hiring world-class quality candidates to our team
    • Build a performance management framework for Customer Success: scorecard, 1on1s, buddy system, etc
  2. Allocating people across organization and function  based on capacity and capability
  3. Support  QA process across organizations to ensure high service quality for our customers
    • Work together with QA team to define what skills that need to be improved within the team
    • Plan and execute on people improvement based on QA result
  4. Do whatever it takes to make Xendit succeed

You may be a good fit if

  • Have a minimum of 2 years experience in Customer Support / CS Quality Assurance position
  • Have proven experience in driving positive changes to enhance people and team quality
  • Have a strong interest in people management and quality improvement
  • Excel in Customer Service or Customer Relations Management Software (e.g. Zendesk, Hubspot, Salesforce, etc.)
  • Experience in gathering, analyzing data, and forecasting ticket trends, and querying from Zendesk Explore/GoodData.
  • Strong empathy for customers
  • You thrive on the autonomy and have proven you can push towards a goal by yourself
  • You communicate well across teams

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