Lead the Remote Expert Team in delivering a seamless post-purchase customer experience by ensuring every visa application is handled accurately, efficiently, and in accordance with operational standards.

Working Conditions:

•  Location: South Jakarta (Hybrid WFH + WFO)

• Type: Full-time

Key Responsibilities:

• Case Operations Management: Oversee the execution of all active VIP visa applications by ensuring workload distribution, case progression, SLA compliance, and timely resolution of operational issues.

• Team Leadership & Performance: Lead, coach, and develop Concierge and Remote Visa Officers through regular performance monitoring, capability development, and continuous feedback to maintain a high-performing team.

• Quality & Risk Management: Ensure every customer case meets operational standards by monitoring document quality, identifying potential risks, resolving complex escalations, and maintaining compliance with internal SOPs and embassy requirements.

• Operational Improvement: Identify recurring operational challenges and implement process improvements to increase efficiency, improve customer experience, and support business scalability.

Requirements:

• Minimum 2-3 years in Customer Operations, Visa Operations, Travel Operations, or Case Management.

• Minimum 1–2 years leading an operations team.

• Experience managing SLA-driven operations is preferred.

• Experience in visa, travel, or service industries is a plus.

• Excellent written & verbal communication

How to apply

Send your latest resume to hr@spun.global with the subject: CE Team Lead - [Your Full Name], OR
Submit your application through this link.