Customer Support Lead

OneTrade

Company prefers not to disclose

Operations & Customer Service Customer Service Manager

Full-Time · On-site

Minimum Bachelor’s Degree

3 - 5 years of experience

Job Requirements

On-site

3 - 5 years of experience

Minimum Bachelor’s Degree

29-40 years old

Skills

Customer Service

Customer Experience

Teamwork

Help Desk

Microsoft Office

Customer Relationship Management

Problem Solving

Communication Skills

Team Management

Call Center

Job Benefits

Work Insurance

THR

Health Insurance

Career Path

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OneTrade -

Premium Employer

Job description for Customer Support Lead at OneTrade

Menangani keluhan pengguna (deposit/withdrawal, KYC, transaksi, akses akun) via chat, email, dan sosmed, termasuk on-call di luar jam kerja.
Menyusun SOP, SLA, template jawaban, matriks eskalasi, dan Help Center/FAQ.
Men-setup tools helpdesk dan chatbot.
Menangani pengaduan sesuai ketentuan regulator dan berkoordinasi dengan Compliance soal fraud dan KYC.
Melaporkan KPI dan isu utama pengguna ke tim Product dan Ops.

Kualifikasi :

Minimal 7 tahun pengalaman di Customer Support, minimal 3 tahun sebagai Lead/Supervisor.
Pengalaman d fintech, crypto, investasi, e-wallet, atau bank digital.
Pernah menyusun SOP dan menggunakan tools helpdesk (Zendesk, Freshdesk, Qontak, dll).
Paham alur KYC dan transaksi keuangan; paham dasar trading crypto/emas menjadi nilai tambah.
Komunikasi tertulis yang sangat baik, tenang di bawah tekanan, dan bersedia on-call.

OneTrade

Information Technology and Services

11 - 50 employees

OneTrade (PT. Teknologi Struktur Berantai) is Indonesia's regulated financial SuperApp that brings multiple asset classes and financial services into one seamless ecosystem.

Built on a foundation of compliance, security, and innovation, OneTrade enables users to access and manage a wide range of investment opportunities, including Crypto Assets, Gold Investments, and Futures Trading, through a single intuitive platform.

Our mission is to make financial services more accessible, transparent, and efficient for everyone, from first-time investors to experienced traders. By combining world-class technology with strong regulatory standards, we are building a trusted gateway to the future of finance.

OneTrade empowers individuals and institutions to manage their financial journey with confidence through a unified platform designed to simplify investing and wealth creation.

One Platform. Multiple Assets. One Financial Ecosystem.

Built in Indonesia. Designed for Southeast Asia.

Office address

Lantai 2 dan 5 · Mutiara Building, Jalan Mampang Prapatan Raya No. 10, RT.3/RW.5, Kelurahan Mampang Prapatan, Kecamatan Mampang Prapatan, Jakarta Selatan, DKI Jakarta 12790, Mampang Prapatan, Jakarta Selatan, DKI Jakarta, Indonesia

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Customer Service Leader

Rp 5-7Mio

Full-Time

3–5 years

Minimum Senior/Vocational High School

FIXI DIGITAL

Jakarta Utara, DKI Jakarta