Incident Response Team Lead

Singapore

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Gojek

Gojek is Southeast Asia’s leading on-demand platform and a pioneer of the multi-service ecosystem model, providing access to a wide range of services including transportation, food delivery, logistics and more.

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About the Role
Be part of the frontline team that responds to critical cases that arise within the Gojek ecosystem. As the Singapore Operation Command Centre team lead, you’ll lead a team of agents in tackling, mitigating, and preventing urgent and potentially threatening issues escalated through multiple channels at Gojek. You’ll set up training requirements, guide your team to assess situations based on internal guidelines, and exercise judgment where necessary to protect our community. Your efforts will directly contribute to the overall trust and safety of the users on our platform.

What You Will Do

  • Be the first responder to any critical cases, and manage your team in responding to and de-escalating explosive situations
  • Manage, train, and coach a team of agents to handle day-to-day issue resolutions
  • Work independently with considerable latitude for initiative and independent judgment
  • Decide on the resolution of critical issues and adopt the appropriate communication protocols during major outages and/or bug-related issues
  • Manage multi-channel communications while ensuring consistency of messages and documentation accuracy
  • Maintain a “team lead”-level of knowledge and understanding of all processes and procedures across all lines of business

What You Will Need

  • At least 3 years of experience in the Contact Center / Service Center environment
  • Ability to balance being a team leader and team player, guiding your team through a fast-paced work environment 
  • A customer-focused attitude with the ability to respond quickly and effectively to critical support needs
  • Demonstrated ability to coach & develop individuals on a team
  • Strong English written communication skills to collaborate with our international teams. Chinese verbal communication skills will be an advantage
  • Ability to deliver exceptional customer service to both internal and external stakeholders
  • A highly-analytical mindset and an expert in using data to measure and analyze the performance
About the Team
The Operations team in Singapore executes and manages the day-to-day requirements of keeping Gojek up and running. We’re responsible for the overall experience of our community, and that everyone gets the utmost “Gojek” experience. In particular, we’re in charge of overseeing our driver-partner growth, retention, and profitability targets, and ensuring that we offer our driver-partners and riders a delightful and meaningful experience.
The Singapore Operation Command Centre (SOCC), part of the wider Operations team, is responsible for the management of critical cases escalated within Gojek. We operate on a 24-hour monitoring rhythm for all of our channels and are the first responders for incidents that may have a major business impact. These incidents could range from viral social media incidents to severe app outages. The current pandemic has brought with it a new set of challenges, so our team’s focus for this coming year is to continue to innovate and find creative and effective solutions to protect our community in each and every ride. We’re driven by the belief that every Gojek experience should be a positive one, both for the rider and driver-partner.
As a team, we're concerned not only with the growth of the company but each other's personal growth and well-being, too. With WFH becoming more normalized, you best believe we've been sharing our favorite ways to prioritize a healthy work-life balance at home. Believe it or not (we also can't quite believe it ourselves), our team now enjoys bonding over exercising and working out together.

About Gojek
Gojek is a Super App. It is one app for ordering food, commuting, digital payments, shopping, hyper-local delivery, and a dozen other products. We are Indonesia’s first decacorn. We are  also the only Southeast Asian startup to be part of Fortune's list of 'Companies That Changed The World.'
Our Mission: To create and scale positive socio-economic impact for our customers, driver-partners, business, and MSMEs.
As of 2018, Gojek processed more than $9 billion in annualized gross transaction value across all markets where it operates - in Singapore, Vietnam, and Indonesia. We have the largest food delivery product in Asia (outside of China) and is the largest payments wallet in Southeast Asia.
Gojek contributed IDR 249 T to the Indonesian economy (equivalent to 2% of Indonesia's GDP in 2020). As of Q1 2021, the Gojek App witnessed over 190mn downloads by customers. The platform has over 2mn Driver Partners & ~900000 Merchant Partners across SEA.
About GoTo Financial
GoTo Financial brings secure, reliable, and user-friendly financial solutions to over 55 million monthly active users, more than 14 million merchants, and over 2.5 million driver-partners eager to benefit from the digital economy in the GoTo ecosystem.
GoTo Financial’s consumer services include GoPay, GoPayLater, and other financial services. We also serve businesses of all sizes through leading payment gateway Midtrans, Indonesia’s largest cloud POS network Moka and GoKasir. We also have the all-in-one merchant solution GoBiz, GoBiz Plus, GoStore, and Selly - available in Indonesia and Southeast Asia.
Gojek and GoTo Financial are committed to building a diverse and inclusive workplace and are equal opportunity employers. We do not discriminate on the basis of race, religion, national origin, gender, gender identity, sexual orientation, disability, age, education status, or any other legally protected status.

Tags: Cloud Incident response Monitoring

Perks/benefits: Career development Startup environment

Region: Asia/Pacific
Country: Singapore
Job stats:  8  0  0

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