English Customer Service Team Lead - Fintech Experience

We’re looking for a Customer Service Lead who can keep the team performing, customers happy, and operations running smoothly.What You’ll DoLead and motivate the CS team to achieve daily targetsMonitor SLA, productivity, quality, and customer satisfactionTake over high-level complaints and escalationsReview CS performance and provide coaching & feedbackDevelop and improve SOP, scripts, and service processesWork closely with Ops, Collection, Risk & ComplianceEnsure customer handling follows company policy and OJK regulationsWhat We’re Looking For2 years experience in Customer ServicePrevious experience as CS Lead / Supervisor is preferredBackground in Fintech or P2P LendingStrong leadership and people-management skillsGood communication and complaint-handling skillsFamiliar with CS KPI, SLA, QA, and reportingUnderstanding of OJK regulations and P2P Lending is a plusFast learner, problem solver, and comfortable in a fast-paced environment