Customer Experience Team Lead

0 Skip to Content Get Started Get Started Customer Experience Team Lead Lead the Remote Expert Team in delivering a seamless post-purchase customer experience by ensuring every visa application is handled accurately, efficiently, and in accordance with operational standards.Working Conditions: Location: South Jakarta (Hybrid WFH + WFO)Type: Full-timeKey Responsibilities:Case Operations Management: Oversee the execution of all active VIP visa applications by ensuring workload distribution, case progression, SLA compliance, and timely resolution of operational issues.Team Leadership & Performance: Lead, coach, and develop Concierge and Remote Visa Officers through regular performance monitoring, capability development, and continuous feedback to maintain a high-performing team.Quality & Risk Management: Ensure every customer case meets operational standards by monitoring document quality, identifying potential risks, resolving complex escalations, and maintaining compliance with internal SOPs and embassy requirements.Operational Improvement: Identify recurring operational challenges and implement process improvements to increase efficiency, improve customer experience, and support business scalability.Requirements:Minimum 2-3 years in Customer Operations, Visa Operations, Travel Operations, or Case Management.Minimum 1–2 years leading an operations team.Experience managing SLA-driven operations is preferred.Experience in visa, travel, or service industries is a plus.Excellent written & verbal communicationHow to applySend your latest resume to hr@spun.global with the subject: CE Team Lead - [Your Full Name], ORSubmit your application through this link.