Position title
Customer Support Manager
Description

We are seeking an experienced Customer Support Manager to lead and develop a high-performing technical support team. This role is responsible for ensuring excellent customer service, maintaining SLA compliance, managing support operations, and collaborating with cross-functional teams to deliver timely resolutions. The ideal candidate combines strong technical expertise with leadership, communication, and customer relationship management skills.

Responsibilities
  • Lead, mentor, and develop a team of Support Engineers.
  • Monitor team performance and ensure compliance with Service Level Agreements (SLAs).
  • Provide technical guidance and assist with complex troubleshooting when needed.
  • Oversee issue resolution and ensure timely support delivery.
  • Review technical documentation, reports, and customer communications.
  • Conduct regular customer meetings and maintain strong client relationships.
  • Monitor customer satisfaction and identify opportunities for service improvement.
  • Ensure support processes comply with company policies, security standards, and industry regulations.
  • Collaborate with Product, Engineering, and other internal teams to resolve customer issues.
  • Prepare operational reports and recommend process improvements.
  • Support global customers across different time zones.
  • Travel to customer sites when required.
  • Report project progress and team performance to senior management.
Qualifications
  • Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related field.
  • 7–20 years of experience in technical or application support.
  • Previous experience managing a technical support team of at least 5 members in a 24/7 support environment.
  • Strong knowledge of Java and .NET.
  • Experience with Windows and Linux operating systems.
  • Familiarity with Tomcat, IIS, HTML, CSS, JavaScript, and SQL.
  • Strong troubleshooting, root cause analysis, and problem-solving skills.
  • Experience analyzing application, database, and system logs.
  • Experience supporting production environments is preferred.
  • Knowledge of Contact Center or Telephony technologies (CTI, IVR, PBX, Avaya, Genesys, Cisco, AWS Connect, etc.) is an advantage.
  • Excellent leadership, communication, and stakeholder management skills.
  • Strong organizational skills with the ability to manage multiple priorities.
  • Customer-focused with a strong sense of ownership and accountability.
  • Willingness to travel and work flexible hours to support global customers.
Job Benefits
  • Competitive salary
  • Other benefits will be explained in the employment contract
Industry
AI-enabled enterprise communication platforms
Employment Type
Full-time
Job Location
Jakarta
Working Hours
8am - 5pm Indonesia time
Contacts
  • Jessica@ruangpartners.com | +62 813-9847-6443
  • Xena@ruangpartners.com | +62 812-2773-0565