Vacancies
Head of Customer Support
Date Posted :
Sep 19, 2025
About MIFX
PT Monex Investindo Futures (MIFX) has been trusted by thousands of Indonesian traders for over 25 years. As a trading platform regulated by BAPPEBTI and OJK, we are committed to a secure and transparent trading ecosystem.
At MIFX, we combine agility of a digitally driven team and innovation while maintaining the stability of a strong, established corporation. This balance empowers our team to grow, adapt, and shape the future of trading in Indonesia.
Responsibilities
Below is an overview of the main responsibilities you’ll take on in this role.
Develop and establish metrics processes, KPIs, policies, and procedures to measure consistent and exceptional employee onboarding, success, and sustainable services.
Coordinate and liaise with multi-stakeholders (vendors, clients, customers, and internal divisions) in the facility to ensure smooth operation.
Keep up with regulatory/legal requirements and be open to learning about any changes based on operational needs or government policies.
Propose and/or lead and manage an innovation project for the organization.
Analyze customer feedback, behavior, and trends to identify opportunities for services, seamless flow process, and product improvement, and make data-driven decisions.
Map out employee working shifts and traffic forecasting according to operational demands.
Qualifications
The following are the key qualifications and attributes we believe are essential for success in this position.
Bachelor's Degree in any field.
6 years (s) in contact center companies, customer success, account management, or related fields.
Proficiency in using Customer Support Ticketing Software.
Familiar with troubleshooting and resolving QoS (Quality of Service) related issues.
Excellent judgment to prioritize customer issues based on their urgency and severity.
The ability to evaluate, troubleshoot, and follow up on customer issues as well as replicate and document for further escalation.
Have great communication skills, detail-oriented, leadership, analytical thinking, and problem-solving.
Customer service mindset and orientation.
Willing to work with a shift system.
Have great communication skills, detail oriented, leadership, analytical thinking, and problem solving.
Think critically and analyze customer data to identify trends and issues.
Reporting and analysis
Personnel issues management (absenteeism, managing staff issues)
Proven track record of developing and implementing successful customer onboarding and success strategies that drive customer satisfaction, retention, and growth in the scale phase.
Knowledge of customer success technologies and platforms, such as customer success management software and CRM.
Information
Division :
Operations
Job Type :
Full-time
Placement :
Jakarta