Service Improvement Lead (Customer Experience)

About Amartha

At Amartha, we empower micro-businesses across Indonesia, enabling growth and equal prosperity. We’ve supported over 2.7 million entrepreneurs—mostly women—by disbursing IDR 22.8 trillion in funding. As we step into 2025, Amartha is evolving into a technology-driven financial ecosystem, expanding our reach in lending, funding, and payments. Through innovation and digital solutions, we aim to enhance accessibility, streamline processes, and create a seamless user experience.

About The Role

You will lead service improvement initiatives to enhance the customer experience journey and boost customer satisfaction. This role will involve managing and developing automation systems within the CX Team—such as telephony, ticketing systems, chatbots, and Help Center automation. You will also oversee business and service process flows in close collaboration with the Product and Engineering teams.

Responsibilities:

• Lead the design of complex and strategic contact center solutions, ensuring alignment with organizational goals and customer experience objectives.
• Develop and maintain custom contact center applications, features, integrations, and automation tools.
• Mentor and guide engineers, supporting their growth through documentation and knowledge sharing related to customer experience journeys.
• Install, manage, and optimize the organization's CRM customer support platform.
• Drive performance improvements for contact center systems and proactively monitor for issues.
• Collaborate with cross-functional teams—including network engineers, system administrators, operations teams, external vendors, and business users—to deliver integrated contact center solutions.
• Stay updated on industry trends and emerging technologies related to contact center solutions and development practices.
• Conduct data analysis to evaluate the impact on operations and expense budgets.
• Provide regular reports and insights on CX Ops to both internal and external stakeholders at Amartha.

• Minimum 2 years of experience in a Digital Contact Center environment.
• Experienced in setting up CRM ticketing systems (e.g., Zendesk, telephony systems, chatbots, Help Center); familiar with supporting tools such as JIRA, Redash, and Slack.
• Proven ability to drive change across various areas of an organization while keeping multiple initiatives moving forward.
• Strong verbal and written communication skills in both Bahasa Indonesia and English.
• Excellent analytical and problem-solving skills; able to identify high-impact opportunities and objectively evaluate projects.
• Strong data analysis capabilities with a working knowledge of SQL, Python, and Google Analytics.
• Solid understanding of customer experience journeys, as well as business and service process improvement.