Merchant Happiness Operation Manager

About the role. Merchant Happiness is the frontline and escalation layer for Bukuwarung merchants across the core app, BukuPay, BukuSimpan, BukuModal, BukuAgen and MiniATM Pro. You will run the first line of that support: the people and partner teams who answer merchants on LiveChat, Slack and for VIP accounts. You will be accountable for how fast and how well merchants get a first answer, and you will own the vendor relationship that supplies part of the capacity.

What You Will Own

• Daily L1 operations across LiveChat, Slack and VIP merchant handling: staffing, shift coverage, queue health and backlog.
• Results on L1-driven KRs: first response time, average response time, average handle time, merchant CSAT, QA and training scores, cost per contact and backlog age.
• Partner management for the outsourced L1 team, including written SLAs, monthly performance reviews and OKR performance handling.
• Procurement and payment processing for MH partners, working with Finance.
• Handoff quality between L1 and L2 escalation, and between the chatbot and L1.
• Weekly and monthly L1 reporting to the Head of Merchant Happiness
• Coaching and development of team leaders, working with the QA and training function on agents who score below the pass threshold.

What You Bring

• Around 6 years in customer support or contact-centre operations, with at least 4 years managing managers or team leaders.
• Direct experience managing an outsourced or BPO support team against contractual SLAs.
• Comfort with operational data: you read response-time distributions, not just averages, analyze it and set targets from them.
• Experience with helpdesk tooling (Zoho or Udesk is a plus).
• Written and spoken Bahasa Indonesia and working English.
• Experience with payments, fintech or SME-facing products is a plus.
• Able to diagnose problems to its root cause, create solutions properly and execute it successfully