Customer Experience Operations Manager
About the job
- A bachelor's degree in Business, Communications, or a related field is required.
- At least 15 years of experience in customer service is required, including at least 5 years in a managerial role.
- Proficiency in customer service software is required.
- The role requires the ability to interpret service data and generate actionable insights.
- The role requires the ability to manage high-volume service operations under pressure.
- Supervise, mentor, and motivate customer support staff to achieve service level agreements and performance targets.
- Design, implement, and refine customer support workflows, policies, and tools to improve efficiency and customer experience.
- Manage escalated customer cases and ensure timely, satisfactory resolution.
- Organize onboarding and ongoing training to improve the support team's product knowledge, soft skills, and problem-solving abilities.
- Monitor key performance indicators, including response time, resolution time, customer satisfaction, and net promoter score, and prepare regular performance reports.
- Work with Product, Sales, and Operations teams to address customer feedback, prevent recurring issues, and improve services.
- Ensure effective use of helpdesk, telephony, WhatsApp, and ticketing systems to track and resolve customer issues.
- Analyze support data to identify trends, recurring problems, and opportunities for proactive service improvements.
- Analyze and resolve customer complaints sent to the regulator.
About the company
Cermati is a Jakarta-based fintech platform that helps Indonesians research, compare, and apply for financial products like credit cards, loans, mortgages, auto loans, savings, insurance, and bill payments. It aggregates information from banks and financial institutions into a standardized format so users can understand options and make informed choices. The service often handles parts of the application process for partners, earning commissions from successful applications rather than charging users. Its goal is to expand financial inclusion in Indonesia by making financial products easier to find, compare, and access for a population that's increasingly online but underserved in formal finance.
Company Size
501-1,000
Company Stage
Series A
Total Funding
$1.9M
Headquarters
Jakarta, Indonesia
Founded
2015
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Simplify's Take
What believers are saying
- July 2026 BCA funding expanded Indodana PayLater reach across 180 Indonesian cities.
- Cermati Protect launched multiple 2026 partnerships, showing active cross-sell and monetization.
- Series D rumors from 2024 suggest investors still see scalable value in Cermati.
What critics are saying
- BNPL default losses can hit Indodana Finance fast if consumer delinquencies rise in 2026.
- OJK fined dozens of firms in 2026, raising compliance risk for Indonesian lenders.
- Cermati depends on partner distribution; losing BCA, banks, or merchants weakens growth immediately.
What makes Cermati.com unique
- Cermati groups comparison, brokerage, and BNPL under one Jakarta fintech platform.
- Indodana Finance's BCA-backed IDR1.5 trillion facility deepens funding access for 2026 growth.
- Cermati Protect keeps bundling insurance with tiket.com, Bumame, and DR SPECS.
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Benefits
Flexible Work Hours
Growth & Insights and Company News
6 month growth
0%1 year growth
-1%2 year growth
-1%Financial product aggregator startup Cermati reportedly secured Series D round funding of $17 million led by MDI Ventures