Job Description

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.