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Become part of the world’s fastest-growing web hosting company!
Join Hostinger, where we build the best tools for anyone to easily succeed online. Our team of 900 professionals is behind the success of 2 million clients across 150 countries, helping them bring their e-shops, blogs, and talent-showcasing websites to life.
We are seeking a dynamic Customer Success Team Leader to join our fast-paced team. This pivotal role will oversee our customer success team, ensuring that we deliver exceptional service and support to our clients. The ideal candidate will be a passionate leader with a track record of driving customer satisfaction and team performance. You will play a crucial role in shaping the customer experience and nurturing lasting relationships with our clients. Additionally, we are looking for someone who is deeply interested in the IT field and driven to keep abreast of the latest trends, bringing innovative ideas and technologies into our team to enhance our operations and service delivery.
If you are committed to excellence and thrive in a challenging and collaborative environment, this position is for you!
What will you do:
Foster an environment for the specialists on your team to maintain good performance, motivation, and satisfaction;
Build processes that enable team members to collaborate and execute;
Support specialists to level up in their skills, and experience, and to become self-sufficient;
Quality Evaluations: Conduct quality evaluations and checks for the specialists of the team to ensure high standards and continuous improvement.
Hold regular 1:1s with all members of your team;
Update, track, monitor, and communicate team results, progress, and action plans;
Help to hire a team of specialists who are focused on delivering world-class technical support;
Engage with our customers to triage their issues;
Create, update, and review documentation changes based on customer interactions;
Improve the customer experience in measurable and repeatable ways;
Participate in escalation on-call rotation.
“Insert your idea here” - be creative and daring in your methods for ultimate success!
What we expect:
Bilingual Proficiency: Clear and fluent communication skills in both Indonesian and English are essential.
Leadership Experience: At least one year of experience in leading international teams, with a proven track record of managing diverse groups effectively.
Data Analysis Skills: Familiarity with data analysis techniques and tools to inform team decisions and strategies.
Customer Service Expertise: Deep understanding of strategies to deliver an exceptional customer service experience consistently.
Inspirational Leadership: Ability to inspire and drive progress within the team, setting trends and fostering innovation.
Proactive Approach: A 'can-do' attitude, readiness to take initiative and drive projects forward.
Resilience: Strong capability to face and overcome challenges, demonstrating problem-solving skills under pressure.
Customer Focus: A genuine care for customer needs and a commitment to improving customer satisfaction.
Change Management: Aptitude for leading and managing change processes effectively within the team.
What we offer:
Inspiring culture and people who work by 10 key principles.
A supportive and highly experienced team to share their knowledge & support you.
A healthy working environment that encourages you to have a good work-life balance.
Choose your work model - work from home & modern offices in Yogyakarta.
Promising career path: unlimited opportunities and exciting challenges to make you feel genuine enjoyment at work.
Access to reference books, training courses, and international conferences to support your professional development.
A health insurance package for your wellness from day one.
Competitive monthly payment starting from 8 Million IDR (depending on your experience).