Description
IBMC is a prominent business management consulting company in Indonesia, dedicated to driving business success. With a strong presence in the Indonesian market, we offer a comprehensive range of services tailored to meet the diverse needs of both local and international businesses.
Currently, we are assisting our client, a fast-growing company based in Bali, in hiring a Customer Support Representative Lead (CSR Lead). In this role, you will be directly managed under IBMC while leading the front-line support pod for our client's operations.
We are seeking a proactive, highly organized, and communicative Customer Support Representative Lead to oversee and elevate our customer support team. Building upon core support duties, you will take ownership of team performance, daily operations, quality assurance, and high-level escalations. The ideal candidate combines hands-on support experience with strong leadership skills to guide the team in delivering a seamless user experience across email and live chat channels.
What you'll do
- Team Leadership & Operations: Supervise daily support queue operations (Email and Live Chat), monitor team bandwidth, and ensure accurate, timely responses during operational hours.
- Escalation Management: Handle high-priority, complex, or sensitive customer complaints escalated by support representatives and resolve them promptly.
- Quality Assurance (QA) & Coaching: Routinely review support tickets, monitor response quality, provide constructive feedback, and conduct training sessions to upskill support agents.
- Process & Knowledge Management: Create and update internal knowledge bases, standard operating procedures (SOPs), and customer-facing FAQ guides to enhance self-service and team efficiency.
- Direct Customer Support: Maintain active involvement in answering customer inquiries, guiding them through products and services, and educating users on product functionalities.
- Performance Reporting: Track key customer support metrics (e.g., CSAT, First Response Time, Resolution Rate) and report regular performance insights to IBMC and client stakeholders.
Requirements
- Education: Bachelor’s Degree in Communications, Business, Business Administration, or a related field.
- Experience: Minimum 3–4 years of customer support experience, with at least 1–2 years in a leadership, supervisory, or team lead role.
- Communication Mastery: Flawless professional written and spoken communication skills in English and Bahasa Indonesia.
- Technical Skills: Strong proficiency with helpdesk ticketing systems (e.g., Zendesk, Freshdesk, Intercom) and live chat platforms.
- Problem-Solving & Composure: Demonstrated ability to remain calm, analytical, and polite when managing difficult customer escalations under pressure.
- Data & Process Orientation: Familiarity with customer service metrics (CSAT, SLA, FRT) and experience creating support documentation/SOPs.
Benefits
- Direct career oversight and professional development under IBMC.
- Collaborative and supportive team environment supporting a growing Bali-based enterprise.
Description
IBMC is a premier Business Management Consulting firm dedicated to helping international companies scale their operations in Indonesia and beyond. We provide a full suite of services, from HR and Payroll to Legal Compliance and Strategic Consulting. We empower our clients to focus on their core business while we handle the complexities of local and international management.
We are looking for a high-energy, strategic, and results-driven Business Development Manager (Corporate Services) to join our internal team. You will be responsible for identifying new market opportunities, building high-level relationships with global stakeholders, and driving revenue growth for IBMC’s consulting services. The ideal candidate is a "Hunter" who understands the B2B consulting landscape and can effectively articulate the value of IBMC to potential partners and clients.
What you’ll do
- Market Expansion: Identify and prospect new business opportunities with international firms looking to enter or scale in the Indonesian market.
- Strategic Partnerships: Build and nurture long-term relationships with C-level executives, founders, and international business chambers.
- Sales Pipeline Management: Lead the full sales cycle from initial prospecting and discovery calls to proposal presentation and contract closing.
- Consultative Selling: Understand the unique pain points of international clients and tailor IBMC’s service offerings (HR, Legal, Payroll, etc.) to meet their needs.
- Brand Ambassadorship: Represent IBMC at industry events, webinars, and networking sessions to increase brand visibility.
- Collaboration: Work closely with our internal consultants and legal team to ensure that service proposals are accurate, compliant, and competitive.
- Reporting: Maintain accurate records in CRM and provide regular reports on sales targets, pipeline health, and market trends.
Requirements
- Experience: Minimum 2-3 years of proven experience in Business Development, Sales, or Partnerships, preferably within the Consulting, HR Services, or Fintech industries.
- Track Record: Demonstrated ability to meet or exceed high-value B2B sales targets.
- Networking: Strong network of international business contacts or experience dealing with global corporate clients.
- Communication: Exceptional English communication skills (written and verbal); native or professional-level proficiency is mandatory.
- Soft Skills: Strong negotiation, presentation, and closing skills with a consultative approach.
- Mindset: Proactive, self-motivated, and able to thrive in a high-pressure, fast-paced consulting environment.
- Education: Bachelor’s degree in Business, Marketing, International Relations, or a related field.
Benefits
- Competitive Salary: Highly attractive base salary aligned with your experience.
- Global Exposure: Work with a diverse team and interact with global business leaders.
Description
IBMC is assisting a client in hiring a vital legal leader. Our client is a Singapore-established international financial technology group operating multiple global entities across the trading, brokerage, payment, and digital asset sectors. Dedicated to driving secure cross-border transactions and market innovation, they specialize in handling advanced corporate structures and optimizing international financial compliance.
We are seeking a highly structured, strategic, and detail-oriented Legal Manager to oversee all legal and compliance matters across the group. Reporting directly to the Board of Directors and the Office of the CEOs, this is a versatile role that beautifully balances contract engineering, corporate governance, and cross-border risk mitigation. Your goal is to ensure that the group's global operations, strategic partnerships, and institutional client contracts strictly meet legal and regulatory standards in Singapore, international, and offshore jurisdictions.
Key Responsibilities
- Contract Management: Draft, review, negotiate, and manage corporate and commercial agreements across all group entities, including client agreements, vendor contracts, employment terms, and internal policies.
- Regulatory Compliance: Ensure stringent operational and regulatory compliance with Singaporean, international, and offshore legal frameworks, particularly within the quantitative trading, fintech, and payment sectors.
- Risk & Governance Advisory: Provide proactive, expert advice to senior management and the Board of Directors regarding corporate governance, cross-border compliance matters, and risk mitigation strategies.
- External Liaison: Serve as the primary corporate point of contact to coordinate with external legal counsels, regulatory bodies, and international compliance partners when required.
- Framework Establishment: Build and standardize internal legal frameworks, corporate documentation guidelines, and continuous compliance monitoring processes across the entire Group ecosystem.
Requirements
- Education: Bachelor’s Degree (S1) in Law (LL.B.) or an equivalent professional legal qualification.
- Experience: Minimum of 3 to 5 years of professional experience in legal, compliance, or regulatory roles specifically within quantitative trading, brokerage, payment systems, or financial technology industries.
- Domain Knowledge: In-depth understanding of Singapore and International laws, paired with practical, working knowledge of offshore corporate structures and cross-border compliance parameters.
- Drafting Expertise: Proven track record in structuring, drafting, and managing a wide, sophisticated range of commercial and corporate agreements independently.
- Communication: Strong analytical, communication, and advisory skills, with a demonstrated ability to work seamlessly across multiple international teams and entities.
- Mobility: Operating initially under a flexible setup, candidates must possess a high degree of adaptability.
Nice-to-Haves / Bonus Points
- Willingness or desire to relocate to Bali, Indonesia in the future is a strong plus.
- Prior experience dealing with digital asset regulations, proprietary trading frameworks, or offshore fund compliance.
Benefits
- Strategic Direct Reporting: High-visibility position reporting directly to the Board of Directors and the Office of the CEOs, allowing you to directly shape enterprise-wide policy.
- Competitive Salary: A stable, premium monthly compensation package of USD 3,000 – USD 5,000 (structured depending heavily on your past qualifications and depth of experience).
- Modern Work Culture: Enjoy flexible working hours within a highly collaborative, results-oriented, and progressive international corporate environment.
- Flexible Setup: Work seamlessly through a remote operational structure while gaining massive exposure to global financial markets and international legal networks.
- Time Off: Generous allocation of paid annual leave along with observed public holidays.
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Responsibilities
- Stakeholder Collaboration: Partner with stakeholders to deeply understand business goals and translate complex needs into clear, actionable product requirements.
- Backlog Ownership: Define and strategically prioritize the product backlog, ensuring strict alignment with high-level business goals and customer needs.
- Delivery Excellence: Work closely with the development team to drive the timely and high-quality delivery of product features.
- Roadmap Communication: Articulate and champion the product vision and roadmap to both internal teams and external stakeholders.
- Performance Monitoring: Evaluate product performance using data-driven insights to make continuous optimization decisions.
- Agile Leadership: Lead high-impact sprint planning, review, and retrospective meetings.
- Subject Matter Expert: Act as the primary point of contact for all product-related inquiries and cross-functional issues.
- Feedback Loop: Continuously gather and synthesize feedback from users and stakeholders to iterate and improve the product.
Requirements
- Experience: 5–7 years of experience in related roles (Product Owner, Product Manager, Product Designer, or Business Analyst).
- Domain Knowledge: Proven experience managing mobile applications or digital products.
- Communication & Influence: Strong communication and interpersonal skills to work effectively with stakeholders from diverse backgrounds.
- Agile Expertise: Strong, practical understanding of Agile methodologies, particularly the Scrum framework.
- Feature Prioritization: Proven ability to define and ruthlessly prioritize product features based on business value and customer needs.
- PRD Craftsmanship: Highly experienced in creating detailed, airtight Product Requirements Documents (PRDs).
- AI Tool Fluency: Fluent in leveraging Claude as an AI tool to drive maximum efficiency in daily workflows.
- Problem Solving: Strong analytical and problem-solving abilities within fast-paced environments.
- Tooling: Experience with product management tools such as Jira, Confluence, or similar.
- Language: Fluent in English.
What you'll do / Who you are
Note: The content provided does not include explicit sections labeled "What you'll do" or "Who you are" beyond the responsibilities and requirements listed above. The following summarizes from the material:
- Collaborate with stakeholders, manage product backlog, drive delivery, communicate roadmap, monitor performance, lead Agile ceremonies, be the product SME, and incorporate user feedback.
- Bring 5–7 years of relevant product experience, domain knowledge in mobile/digital products, strong communication, Agile/Scrum expertise, prioritization skills, PRD proficiency, AI tool fluency (Claude), problem-solving ability, and proficiency with Jira/Confluence, plus English fluency.
Tech Stack
The description notes experience with product management tools such as Jira and Confluence. It also mentions AI tool usage with Claude.
Requirements:
- Competent oral and written speech;
- Skills in text and graphic editors, spreadsheets;
- Good communication skills;
- Ability to work with a large amount of information and in conditions of frequent switching on diverse tasks;
- Ability to prioritize and plan your time.
Functionality:
- Search for properties as requested by the sales department (agency websites and Instagram, searches, listings);
- Interaction with developers (obtaining materials, documents, prices, etc...);
- Adding properties to Airtable (primary secondary sales);
- Writing texts (description, sales texts copywriting, and on the template);
- Actualization of the object database on schedule through developers' sites, personal offices, Telegram channels;
- Updating the object base at the request of the sales department.
Work schedule:
- 5 day week Mon-Fri from 8:00 - 18:30 (Moscow time) and from 10:00 -19:30 (Bali time)
- We give preference to candidates located in Balinese time zone
Compensation:
- Trial period of 2 months with full payment;
- Base salary of $850 + 1% commission from sales;
- Medium salary in the first months is $1,000-2,000.
As a Customer Success Manager you will be responsible for providing complete support to the customers for CleverTap on value realization, solution engineering and product adoption with the customer's system, retain and grow CleverTap business by effective customer success management
What will you do:
- Drive the product adoption to help customer achieve their business outcomes and realize value (build Success Plans)
- Develop an intimate understanding of your customers’ businesses, conduct health checks
- Develop a network of champions within each account through education, coaching, and strong influencing skills
- Represent to our customers as a trusted advisor, advocate and marketing thought leader/subject-matter-expert, conduct regular executive business reviews
- Collaborate with customers to develop, launch, and manage marketing campaigns focused on engagement and revenue goals
- Be an expert on trends and best practices for digital marketing and analytics
- Enlighten our customers with insights gleaned from their own data and industry trends
- Ensure customers get maximum value from CleverTap by leveraging full platform functionality
- Liaison between your customers and all the internal teams
- Handle customer concerns with confidence, putting them at ease.
What we are looking for?
Must have:
- Great presentation skills (interpersonal & with customers) exception handling and escalation management
- Graduation (Preferably in Engineering/Technology)
- 3+ years of experience as a Customer Success Manager or Account Manager, preference for marketing, agency, or consulting experience
- Strong technical aptitude. Can confidently project manage a technical project with many moving pieces
- Flexibility to travel domestically/internationally if required
- Ability to speak fluently in English & Bahasa- Account management experience, closely working with customers for product features / Use Case adoption and consumption.
Good to have:
- Experience in SaaS
Measures of Success:
- GRR (Gross Retention Rate) & NRR (Net Retention Rate)
- Customer Delight Score (NPS, CSAT)
- Product Adoption & Consumption - breadth and depth
Who will you report to:
- Customer Success Director
Why join us?
- Be a part of a global growth stage startup
- Work in a fast-paced, dynamic environment where your contribution matters
- You are passionate about technology and its impact on the high growth mobile technology space
- Innovate at scale, with learning opportunities
What is working at CleverTap like?
- Be a part of a global category creator - hyper growth B2B SaaS startup
- Work in a fast-paced, dynamic environment where your contribution matters
- Work, performance and results are real sources of happiness in addition to the fun of working with and celebrating success with an exceptionally talented team
- Accountability and driving outcomes is the key to success
- Your career here is limited by you and nothing else
- Teamwork trumps individual success
- You are passionate about experience technology and its impact on enabling growth
- Innovate at scale, with learning opportunities and having fun along the way!
About the Function:
Customer Success at CleverTap is a relationship-focused client management team, comprising tech experts, solution architects, and delivery managers that align customer goals for beneficial outcomes. Customer success at CleverTap focuses on ensuring customers achieve their desired outcomes while using CleverTap products. The key performance indicator of our effective and efficient Customer Success strategy is typically decreased customer churn and increased up-sell opportunities. The goal of the Customer Success team is to make the customer as successful as possible, which in turn, improves customer lifetime value (CLTV) for the company. The key sub-functions of CleverTap’s CS team are the technical and knowledge enablement of customers, identifying growth opportunities for customers, and forecasting the churn risk.