Region Sales Support Manager (Surabaya)
Job Summary
Job Description
The Region Sales Support Manager in Surabaya plays a crucial role in resolving sales process and merchant operation challenges. This involves acting as a key communication link between Sales Support HQ and regional teams, ensuring smooth SOP implementation and timely resolution of escalated issues. The initial six months will focus on clearing ticket backlogs, managing merchant onboarding (GoFood and GoPay), and improving operational efficiency. Responsibilities include problem-solving, communication, SOP enforcement, root cause analysis, and managing the merchant onboarding process, aiming to enhance merchant satisfaction and sales team performance. The ideal candidate will possess strong analytical and problem-solving skills, be detail-oriented, and thrive in a fast-paced environment.
Must have:
- 4+ years relevant experience
- Problem-solving skills
- Excellent communication
- Proficient in MS Office
- Fluent in English & Bahasa Indonesia
- Manage merchant onboarding
- Analyze and fix root causes
3 skills required
Job Details
Region Sales Support Manager plays a critical role in solving sales process and merchant operations challenges within the region. Acting as a key communication hub, they bridge Sales Support HQ and area teams to ensure smooth implementation of SOPs and timely resolution of escalated issues. Their first six months will involve addressing recurring ticket backlogs, managing the merchant onboarding process, and improving operational efficiency. By fixing root causes of process breakdowns and ensuring seamless GoFood and GoPay onboarding, this role will significantly enhance merchant satisfaction and sales team performance across the region.
What you will do:
- Problem solve issues regarding sales process or merchant operations which happening in the region & know when to escalate to RSM & Sales HQ team.
- Be the communication hub between SMB Sales Support HQ and Sales Support teams in the areas to ensure clarity of cascaded information & processes, as well as be the point of escalation in the region to Sales HQ team.
- Ensure that all SOP created by Sales Excellence HQ is being executed by the Sales Support teams in the areas.
- Analyze, find & fix root cause to frequent tickets escalated from MCU to Sales Support.
- Manage merchant onboarding process within the region: 1. Ensure GoFood corporate onboarding from webform is processed timely & has no backlog; 2. Help area teams to troubleshoot GoFood & GoPay onboarding issues among F&B merchants; 3. Ensure add outlet tickets from MCU are processed timely & has no backlog; 4. Execute GoFood priority merchant onboarding as SLA & escalate issues to HQ if there is any.
What you will need:
- At least 4 years of relevant work experience.
- A passionate, tech-savvy, self-starter, keen learner with an entrepreneurial mindset.
- Able to leverage analytical and problem solving capability to manage conflict and find resolution.
- Advanced knowledge of MS Office suite.
- Detail and deadline oriented.
- Able to adapt in a fast-changed environment.
- Fluent in English and Bahasa Indonesia.
About the team:
The SMB National team is a dynamic and driven group dedicated to empowering small and medium-sized businesses (SMBs) across the country. We work at the intersection of strategy and execution, crafting impactful initiatives to help SMBs grow and thrive in competitive markets. Collaboration, innovation, and problem-solving define our culture as we navigate market challenges and unlock opportunities. By joining this team, you’ll be part of a supportive environment that values diverse perspectives, fosters professional growth, and ensures meaningful contributions that create tangible impacts for businesses nationwide.
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About The Company
GoTo is the largest technology group in Indonesia, combining on-demand and financial services through the Gojek and GoTo Financial brands. It is the first platform in Southeast Asia to host these two essential use cases in one ecosystem, capturing a majority of Indonesian consumer household expenditure.
GoTo’s mission is to “Empower Progress” by offering an unparalleled selection of goods and services through a comprehensive merchant and partner network and promoting financial inclusion through its leading payments and financial services business.
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