Head of Merchant Happiness

Deskripsi pekerjaan

**About ** BukuWarung is building the digital and financial infrastructure for micro and small businesses in Southeast Asia. We empower millions of MSMEs through payments, credit, and financial tools - helping them grow faster, safer, and more profitably. Our merchants trust us with their money, livelihoods, and businesses. That trust is our most valuable asset - and Merchant Happiness is the frontline guardian of that. ### Why This Role Matters BukuWarung already serves millions of MSMEs across payments, lending, and financial services. As we scale, **customer trust, resolution quality, and emotional experience** will increasingly determine retention, advocacy, and long-term business value. Head of Merchant Happiness is a **strategic leadership role** that directly impacts: - Merchant retention and lifetime value - Brand credibility in moments of crisis - Feedback velocity into product and operations You will play a key role in ensuring Merchant Happiness is a **proactive, data-driven, business-critical growth engine**. The role is responsible for owning the end-to-end customer experience across all service channels. This role leads customer service operations, manages large-scale issues and crises, improves service quality, and ensures customer trust - especially in high-impact or sensitive situations. This leader will work closely with Product, Operations, Risk, Compliance, Engineering and other departments to drive continuous improvements. ### What you will own ### Customer Service Operations - Build scalable service processes that can handle high volume and rapid growth. - Ensure day-to-day operations run smoothly while meeting SLAs, quality standards, and compliance requirements. - Own SLAs, turnaround times, escalation frameworks, and resolution accuracy. - Build operating models that balance speed, compliance, and merchant trust. ### Merchant Experience Ownership - Define and drive the overall customer experience strategy across the customer journey. - Identify key pain points and translate customer feedback into actionable improvements. - Ensure consistent, clear, and empathetic customer communication across all touchpoints. ### Crisis & Issue Management - Lead response during major incidents, outages, or systemic issues impacting customers. - Act as the main decision-maker for customer-facing resolutions during crises. - Coordinate closely with internal stakeholders (Product, Tech, Risk, Legal) to manage impact and recovery. ### Quality & Continuous Improvement - Maintain & improve quality frameworks (QA, audits, feedback loops, root cause analysis). - Drive continuous improvement initiatives to reduce repeat issues and customer complaints. - Use data and insights to proactively improve service performance and customer satisfaction. ### Merchant Voice in the Company - Represent the merchant perspective in leadership, product, and policy forums. - Ensure merchant impact is explicitly considered in every major business decision. - Build tight feedback loops from CX into Product, Ops, Risk, and Tech. ### Leadership & Team Development - Build, mentor, and develop high-performing team members. - Set clear goals, performance metrics, and accountability across teams. - Foster a strong customer-first culture across the organization. ### Stakeholder & Executive Management - Partner with senior leadership to align customer service strategy with business objectives. - Provide clear, structured reporting on service performance, risks, and improvement plans. - Act as the voice of the customer in leadership discussions and decision-making. ### What Success Looks Like (First 6-12 Months) - Merchant trust scores materially improve. - Complaint recurrence drops significantly. - Crisis response becomes faster, calmer, and more structured. - CX insights directly influence product and policy roadmaps.** ** ** ** ### You will need - 10+ years in Customer Experience, Customer Operations, or Service Leadership. - Strong exposure to fintech, banking, payments, lending, or regulated environments preferred. - Proven crisis leadership experience. - Experience scaling teams in high-growth environments. ### Capabilities - Exceptionally structured thinker & strong decision-making under pressure - Data-driven, but deeply empathetic - Comfortable with challenging products, risk, and leadership when merchant trust is at stake - Can operate both strategically and hands-on ### Mindset - Merchant trust > short-term metrics - Obsessed with long-term impact, not cosmetic fixes - Takes ownership when things break - Read here to know more about our culture