Customer Success Team Lead
Chandra Asri Group, through its subsidiary PT Chandra Asri Sentral Solusi (CASS), has established a Shared Service Center (SSC) to enhance operational efficiency and support the business growth of its subsidiaries. From finance and HR to procurement, customer operations, and IT, our SSC is the backbone that keeps businesses running smoothly.The Customer Success Team Lead is responsible for day-to-day operational leadership in driving customer satisfaction, retention, growth as well as delivery control within the high-performing Customer Operations (CO) team in a shared services organization.
Role PurposeThis role exists to ensure that Customer Success team deliver consistently, accurately, and on time, in line with defined SLAs, SOPs aligned with customers’ desired outcomes as they receive exceptional service.
The Team Lead is a hands-on delivery leader who balances people management, operational execution, and escalation handling, ensuring that issues are resolved quickly and escalated while ensuring process improvements.
What Success Looks Like in This Role A strong Team Lead: Runs the team ensuring operation excellence and controls “firefighting” situations. Knows where delivery will break before it breaks Coaches team member to think, not just follow steps Uses ERP data to manage performance, not anecdotes Escalates early and clearly, with proposed solutions
1. Day-to-day Operational Execution & Process Excellence Support day-to-day operational tasks, including order fulfilment, billing, invoicing, and customer data management, and ensure all customer activities are executed accurately and within SLA. Ensure accuracy and compliance in end-to-end order-to-cash management, customer coordination, documentation, and billing-related activities and coordinating with internal teams (Finance, Supply Chain, Legal, Tax). Generate and review critical customer documentation Conduct root cause analysis on recurring issues and drive process improvements. Maintain strong knowledge of systems (e.g., SAP, CRM) and guide the team in their effective use. Contribute directly to month-end closing activities, financial reconciliations, and customer reporting.
2. Escalation & Issue Resolution Serve as the first formal escalation point for operational and customer issues within CO Chemical Operations. Investigate issues thoroughly, identify root causes, and implement corrective actions. Escalate issues only when they exceed defined thresholds, with clear facts, impact assessment, and recommended actions. Ensure customer communication during issues are timely, accurate, and professional. Step in personally to manage complex cases, urgent issues, or high-risk orders when required.
3. SLA, Quality & Compliance Control Ensure all activities are delivered in accordance with SOW, SLAs, SOPs, and compliance requirements. Conduct regular quality checks on team output to ensure accuracy of orders, documentation, and system updates. Ensure compliance with trade, commercial, and petrochemical operational requirements is embedded in daily execution. Support audit readiness by maintaining proper documentation and data integrity.
4. Systems & Execution Discipline Ensure consistent and correct use of ERP (SAP preferred) for order processing, customer master data, billing coordination, and reporting. Use ERP and operational reports to monitor trends, detect risks, and manage team performance. Identify recurring system or process issues and work with the Tower Lead to drive improvements. Ensure system workarounds are controlled, documented, and temporary.
5. Customer Success & Engagement Build and maintain strong relationships with key accounts, ensuring alignment with customer goals. Conduct customer reviews, feedback sessions, and success planning meetings. Manage escalated customer cases directly, including disputes, urgent orders, or complex operational challenges.
6. Team Leadership & Coaching Lead, mentor, and develop a team of Customer Success Specialists, providing clear direction and ongoing coaching. Monitor team performance through defined metrics. Foster a culture of accountability, collaboration, and continuous improvement. Act as the primary point of escalation for customer and team issues, ensuring resolution and follow-up. Actively manage workloads, priorities, and task allocation across the team to balance volume and complexity.
7. Stakeholder Coordination Act as the primary operational contact for internal and external stakeholders. Support governance discussions by providing accurate operational data and insights. Translate changes in process, scope, or priorities into clear instructions for the team.
Education Requirement Bachelor’s degree in Business, Management, Supply Chain Operations, or a related discipline.
Skills & Experience Required . The ideal candidate will have: Minimum 5 years of experience in Customer Operations, Account Management, Order Management, or related operational roles with at least 2 years in a leadership role, preferably leading operational teams in a shared services organization or SLA-driven managed services model. Strong understanding of end-to-end order-to-cash processes, particularly within complex customer environments. Solid hands-on in SAP/CRM experience, with the ability to coach others on correct system usage. Excellent communication, negotiation, and problem-solving skills, with the ability to resolve complex issues. Demonstrated ability to manage escalations, prioritize under pressure, and make sound operational decisions. Strong people leadership skills, including coaching, feedback, and performance management. Highly adaptable, detail-oriented, and results-driven, with the ability to manage multiple priorities under pressure. Analytical mindset with the ability to translate customer data into insights and actions A practical, structured mindset with a strong bias toward execution and follow-through. Clear and confident communication skills in English (mandatory), fluency in Mandarin is a strong advantage.
If you’re ready to bring your skills to a dynamic environment where your work makes an impact across industries and borders, we’d love to hear from you. Join us at Chandra Asri Group and be part of shaping a smarter, more connected future. Apply today!
Important Notes
Chandra Asri is only releasing official job posting at Chandra Asri Career Site (careers.capcx.com), Linkedin & Jobstreet. The Company will contact shortlisted candidate via official corporate email & phone, and will not send any hardcopy invitation for interview. Please note that the Company doesn’t ask candidates to transfer some amount of money nor cooperate with any travel agent.
BEWARE OF RECRUITMENT SCAM.