CX Innovation Lead

About the Company

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.

Responsibilities

• Lead the design of complex and strategic Contact center solutions to align with organizational goals
• Develop and maintain custom contact center applications, features, integrations, and automation
• Mentor and provide technical guidance to engineers through documentation and knowledge sharing
• Install, manage, and optimize CRM System customer support platforms
• Optimize contact center system performance and perform proactive monitoring for issues
• Collaborate with cross-functional teams, including network engineers, system administrators, and external vendors
• Stay updated with industry trends and emerging technologies related to contact center solutions

Requirements

• 3–5 years of experience in Digital Contact Center, Customer Experience, or Customer Operations
• 1–2 years in a lead or supervisory role
• Proven experience managing CRM and ticketing platforms like Zendesk, telephony systems, and chatbots
• Familiarity with JIRA, Redash, and Slack
• Strong leadership and execution capabilities to manage multiple initiatives
• Excellent verbal and written communication skills in Bahasa Indonesia and English
• Strong analytical and problem-solving skills to translate insights into actionable improvements