Customer Service Manager – E-commerce, 3PL & Automation

Job not on LinkedIn

🔥 0 minutes ago

🇮🇩 Indonesia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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IBMC

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2022

⚖️ Legal

📣 Marketing

📦 Logistics

Legal • Marketing • Logistics

IBMC is a Indonesia-focused business services firm that helps local and international companies enter and operate in Indonesia. They provide HR outsourcing and recruitment (including customer support, tech, and healthcare staffing), employer-of-record services, consulting, tax and accounting, incorporation assistance, market research, business licensing, and certification support (e. g. , Halal, GMP, export). IBMC emphasizes local regulatory expertise, tailored B2B services, and client-focused support to simplify compliance and accelerate growth in the Indonesian market.

📋 Description

• Own SLAs (first response, resolution, backlog) across all client accounts in Gorgias. • Run a weekly ticket sampling and QA coaching framework targeting 90%+ quality score by Month 3. • Configure and continuously tune Gorgias AI helpdesk automation, including intents, flows, self-service, and proactive tracking notifications. • Achieve a 40–60% ticket deflection range and reduce WISMO volume by 20–30%. • Track and report monthly per-client metrics, including tickets per 1,000 orders, cost per ticket inputs, and deflection rates. • Plan pod capacity and execute new client onboardings without degrading ongoing service. • Enforce an exception taxonomy and route fulfillment, stock, courier, or billing errors to accountable operational owners the same working day. • Produce a weekly leadership report on operational exceptions and root causes. • Direct the Pod Leader on floor execution, agent rotas, and performance reviews. • Build and maintain the department’s operating backbone, including SOP and macro libraries, Notion knowledge base, and client playbooks. • Track compliance gate status per client, including Data Processing Agreements, risk assessments, and second-line escalations. • Ensure no live client data is worked prior to full clearance.

🎯 Requirements

• 4+ years of customer service experience in e-commerce, retail, or logistics, including 2+ years directly managing teams or team leaders. • Hands-on experience configuring and managing modern helpdesk platforms (Gorgias, Zendesk, Freshdesk, or equivalent), including SLA setup, macros, tagging, and automated reporting. • Direct experience configuring helpdesk AI/automation workflows (chat flows, intents, self-service portals, proactive tracking). • Proven experience building or operating a documented QA scoring and coaching framework. • C1 Level or above in English (both written and spoken). • Exceptional written clarity for managing UK client brand communication and participating in executive video calls. • Comfort working with unit economics metrics (tickets per order, cost per ticket, deflection rates) and presenting data-driven performance dashboards. • Full-shift availability across UK business hours (09:00–17:00 UK time). • Preferred: Experience in BPO/outsourced multi-client management, exposure to 3PL/shipping failure modes, and proficiency with Notion workspace tools.

🏖️ Benefits

• Competitive salary package reflecting senior management experience. • Direct operational leadership role serving high-growth UK/European e-commerce accounts. • Fully remote flexibility (supported via IBMC facility/Bali operations hub). • Structured onboarding framework with clear 30-60-90 day performance targets.