About Amartha
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. Through innovation and digital solutions, we aim to enhance accessibility, streamline processes, and create a seamless user experience.
About the Role
Leading manage innovations projects to improve and customer experience journey and boost Customer Satisfaction. Manage and create system automation in CX Team (Telephony, Ticketing System, Chatbot, Help Center automation).
Responsibilities:
- Lead the design of complex and strategic Contact center solutions, ensuring to align with the organization’s goals and customer experience objectives
- Develop and maintain custom contact center applications, features, integrations and automation
- Mentor and provide technical guidance to engineers, fostering their growth and development with documentation and knowledge sharing related customer experience journey
- Installation, managing and optimizing CRM System customer support platform for the organization
- Lead efforts to optimize the performance of contact center systems and proactive monitoring for issues
- Collaborate with cross-functional teams, including network engineers, system administrators, operation teams, external vendors and a notion to business users to deliver integrated contact center solutions that meet business objectives.
- Continuous Learning, stay updated with industry trends and emerging technologies related to contact center solution and development practices.
Requirements
- Minimum 3–5 years of experience in Digital Contact Center, Customer Experience, or Customer Operations, with at least 1–2 years in a lead or supervisory role.
- Proven experience in setting up, managing, and optimizing CRM and ticketing platforms, including Zendesk, telephony systems, chatbots, and help centers.
- Familiarity with supporting tools such as JIRA, Redash, and Slack, with the ability to leverage them for cross-functional collaboration, data analysis, and operational execution.
- Strong leadership and execution capabilities, with the ability to manage multiple initiatives simultaneously, drive continuous improvement, and lead change across different areas of the organization.
- Excellent verbal and written communication skills in both Bahasa Indonesia and English, with strong stakeholder management and influencing capabilities.
- Strong analytical and problem-solving skills, with the ability to identify high-impact opportunities, evaluate initiatives objectively, and translate insights into actionable improvements.
- Demonstrated ability to lead teams, set priorities, monitor performance, and drive accountability toward achieving service quality and operational targets.
At Amartha, we are dedicated to creating a workplace that celebrates diversity, ensures equity, and fosters inclusion. We believe that diverse perspectives—shaped by factors such as gender, age, race, ethnicity, education, culture, and life experiences—drive innovation and growth.
We actively welcome individuals from all backgrounds to join us in building an environment where everyone feels respected, valued, and empowered. Our commitment is to provide equal opportunities and foster a sense of belonging that enables our employees to thrive and make meaningful contributions.
Skills Required
- 3-5 years experience in Digital Contact Center, Customer Experience, or Customer Operations with 1-2 years in a lead or supervisory role
- Proven experience setting up, managing, and optimizing CRM and ticketing platforms (including Zendesk), telephony systems, chatbots, and help centers
- Familiarity with JIRA, Redash, and Slack for collaboration, data analysis, and operations
- Strong leadership and execution capabilities, ability to manage multiple initiatives and lead change
- Excellent verbal and written communication skills in Bahasa Indonesia and English
- Strong analytical and problem-solving skills to identify opportunities and translate insights into improvements
- Demonstrated ability to lead teams, set priorities, monitor performance, and drive accountability toward service and operational targets
What We Do
We are a prosperity platform company to harmoniously build a strong economy from the grassroots in order to realize the grassroots communities of technology equity, inclusiveness and sustainability. We believe prosperity platform is the right solution to deliver high quality digital financial services and to bridge the gap that brings shared prosperity to the World. Amartha’s Team are highly compassionate people who are impatient to deliver their impacts to alleviate the sufferings of others. Working at Amartha means you are part of dynamic and compassionate team who make impact on daily basis. It means you sign up for a high-paced environment where everyone is taking part in achieving success and make other people happier. It also means you wake up every single day energized, and excited of what’s next to be done to help Indonesia and the world a more equitable and prosperous place to live for everyone. It means you feel special, as whatever you do with Amartha makes a dent in the universe, healing the world a day at a time. Working at Amartha means you are ready to help and alleviate each other, contribute your best with empathy and passion. As we go long miles, you need a team to achieve your success. Working at Amartha means you have made a conscious choice to embark on a journey to creating a less painful world. A journey that makes you feel good, that you have contributed to a meaningful work every single day. Join our impact mission! Check our career page now👉🏼 https://careers.amartha.com/
