Customer Operations Supervisor

• Oversee the Customer Leads operations for Moladin's new business lines.
• Supervise and support 2 Customer Operations Specialists within the team.
• Act as the key point of accountability for the performance and quality of the Customer Leads division.
• Develop and Optimize Operational Processes.
• Design, implement, and continuously improve end-to-end processes for multiple new product streams.
• Establish scalable, trackable, and user-friendly systems for lead submission, processing, and monitoring.
• Ensure smooth integration between Customer Leads processes and other internal teams such as Sales, Marketing, and Product.

• Own and monitor key operational metrics, including leads received, leads processed, successful conversions, SLA performance, and other relevant indicators.
• Maintain accurate, clean, and up-to-date data records and reporting tools for leads management.
• Analyze performance data regularly and provide actionable insights to drive process improvements.
• Work closely with the Data team to ensure all Customer Leads data is accurately captured, integrated, and reliably reflected in operational dashboards for decision-making and real-time monitoring.
• Collaborate with the Marketing team to provide structured feedback and insights on lead quality and campaign effectiveness, ensuring continuous optimization of marketing initiatives that drive high-quality leads.

• Supervise the execution of Standard Operating Procedures (SOPs) by team members to ensure consistency and operational excellence.
• Conduct regular quality checks to guarantee high service standards and maintain Moladin’s brand credibility in every customer interaction.
• Maintain data security and integrity in the entire end-to-end process.
• Able to oversee and advocate for the team’s workload, including providing constructive pushback when necessary or accommodating requests that require reprioritization or realignment of workflows to maintain operational balance and efficiency.

• Work closely with Partnership Operations to align lead-related processes with partner requirements, ensuring all partner demands for leads data are feasible and effectively integrated within existing operational frameworks.
• Coordinate data alignment between partners and internal systems, matching partner data needs with Moladin’s digital and manual data collection processes.
• Oversee invoicing and revenue processes related to partner engagements, ensuring timely and accurate issuance of invoices and revenue documentation.
• Platform and Operational Tools Management.
• Manage platforms and tools supporting Customer Operations, including setup and maintenance of customer-facing platforms, phone systems, and other operational tools.
• Ensure seamless functionality of all systems used in customer operations, proactively addressing technical or logistical needs as they arise to support smooth daily operations.

• Advanced proficiency in Google Sheets for operational tracking and reporting, including the use of formulas such as VLOOKUP, ARRAYIFS, and other conditional logic to accelerate data reviews, generate custom text (e.g., WhatsApp templates), and improve overall team efficiency.
• Familiarity with CRM tools and other data management platforms.
• Strong ability to translate operational data into actionable insights.
• Process-oriented with attention to scalability and efficiency.
• Leadership mindset with the ability to coach, supervise, and motivate team members
• Strong organizational and problem-solving abilities.
• Excellent verbal and written communication skills.
• Tendency to be proactive and overcommunicative.
• High attention to detail and discipline in data management and process execution.
• Self-starter who thrives in building new processes and solving operational challenges.
• Collaborative and approachable, comfortable working across departments and engaging with different stakeholders.
• Can demonstrate a positive and can-do attitude in dynamic environments.

About Moladin

Moladin is Indonesia’s leading mobility fintech platform with end to end financing solutions for all players in the used car and EV ecosystem. Moladin empowers its rapidly growing network of more than 26,000 active used car agents and dealer MSMEs, and provides used car consumers with better financing access through digitized loan underwriting. This is supported by its strong used car capabilities with branches and warehouses covering more than 100 cities, industry-leading AI / IoT and partnerships with all top auto financing companies across Indonesia, and also through its OJK-regulated multi-finance company PT Moladin Finance Indonesia. Moladin’s vision is to be a positive driving force in the physical and social mobility of all the people it touches (“Mobility for all”).

For further information about Moladin, please visit https://moladin.com