Customer Success & Customer Experience Manager  

Tanihub Group, South-East Asia’s largest agri-tech startup, strives to enable better lives for Farmers, drive the backbone of Indonesian economy, reduce food waste across the value chain and delight households and F&B operators, with high-quality and affordable groceries and fresh produce. To achieve our vision and realize our goals consistently, we are looking for someone passionate about customer success and customer experience to build, lead and grow a team that will deliver the best-in-class customer satisfaction.

What You Will Do:

• Lead the customer success function (for both B2C and B2B customers) to resolve/manage/pre-empt customer experience issues effectively and efficiently.
• Design & continuously improve the processes, workflows, and standards to ultimately build a best-practice customer service guideline.
• Build, grow and coach a team of customer service leads and specialists, QA (quality assurance) lead and analysts, and Trainers to support various business units and teams in the organization.
• Collaborate closely within a cross-functional team (with Growth, Product, Commercial, Supply Chain Operations, Finance, Legal, etc) to ensure smooth coordination of customer experience improvement plans and customer service resolutions.

Who will be suitable for this role:

• Must-Have
  • Have at least 5 years of full-time experience in customer service operations serving Indonesian market.
  • Have led at least a team of 10 customer service specialists/operators/agents.
  • Comfortable with using customer service software such as Zendesk, Qiscus, Jira ServiceDesk, etc
  • Have experience in customer success / customer service for both B2B and B2C customers.
• Bonus points
  • Have experience designing end-to-end Customer Experience / Customer Journey
  • Have experience in the e-commerce (B2C and/or B2B) sector.
  • Have experience with the Groceries / Fresh Produce category.
  • Have worked at top-tier Technology companies or Startups.