Gojek

Merchant Issue Resolution Experience Manager

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Lead Data Scientist

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Account Manager

As the Merchant Issue Resolution Experience Senior Manager, you and your team will drive positive merchant experience by ensuring effective resolution of issues with our platform or Merchant Care Unit. You will collaborate with sales and product teams, focusing on business strategy, analytics, and time management to meet merchant needs. The role involves creating delightful experiences, ensuring transparency, and continuously improving merchant satisfaction and conversion through process and product enhancements.

##### JakartaAbout The RoleJoin our team and make a real impact! As the Merchant Issue Resolution Experience Senior Manager, you and your team will play a pivotal role in driving positive merchant experience when merchants are trying to get resolution for their issues with our platform or with our functions (i.e: Merchant Care Unit). You will collaborate very closely with the SMB Region & Enterprise sales team to get their feedback as the merchants’ guardians, and with the product team who will build products & features based on your inputs. Merchant Care Unit and Sales Excellence will be your companions during this ride. You will have ample opportunity to flex and hone in on your business strategy, multi-tasking, analytical, and time-management skills - catering to the day-to-day needs and issues of our beloved merchants, and ensuring they get the experience they deserve.What You Will Do<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Create a delightful experience for merchants when they try to get help and/or resolution for their issues with GoFood, GoBiz, or Gojek</li><li class="leading-relaxed">Ensure that merchants have full transparency and clarity when escalating an issue through GoBiz or Merchant Care Unit on how to get help, what to expect from the process, what will the SLA be to get resolution, and that merchants actually get resolution</li><li class="leading-relaxed">Ensure merchants’ issue resolution in Gojek exceeds their experiences on the same with competitors’ platforms in terms of easiness and time spent to get resolution</li><li class="leading-relaxed">Together with the Merchant Care Unit, problem solve the top 10 issues coming from merchants and continuously decrease the number of tickets through improvements on processes and products</li><li class="leading-relaxed">Initiate and lead effort to fix issues and build/improve process & product required to increase merchants’ satisfaction to GoBiz and Gojek; and improve merchants’ conversion & stickiness to GoBiz</li><li class="leading-relaxed">Build and continuously improve Merchant Satisfaction (MSAT) score as the quantifiable metric to measure merchants’ satisfaction with GoBiz and Gojek’s services to merchants</li><li class="leading-relaxed">Manage feature/product implementation and rollouts</li><li class="leading-relaxed">Give insights to product & marketing team on merchants’ issues/sentiment on their experiences with GoBiz or with Gojek</li><li class="leading-relaxed">Collaborate cross-functionally with product, marketing, sales, and other stakeholders to align strategies derived from data-driven analysis and execute plans effectively</li><li class="leading-relaxed">Provide regular and ad-hoc impact reports and analyses to leadership team</li></ul>What This Role Needs<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Minimum 6 years of relevant working experience in strategy, project management, management consulting or other related roles that require strong analytical skills, problem-solving, and business acumen</li><li class="leading-relaxed">A structured and analytical thinking process to develop framework, project charters, and prioritization</li><li class="leading-relaxed">Strong business sense and ability to articulate complex analysis results to a wide range of audiences and translate the results to actionable business insights</li><li class="leading-relaxed">Have good presentation skills - esp. the ability to present during problem solving session with other stakeholders (working-level or leadership)</li><li class="leading-relaxed">Solid track record of stakeholder management</li><li class="leading-relaxed">Proficiency in SQL/query is preferred, but not mandatory (would help to succeed in the role and guide team members when doing analysis)</li></ul>About The TeamThe Sales Excellence & Merchant Experience team is an integral part of the Food, Ads & Merchants organization, and based in HQ Office Jakarta, Indonesia. Our primary focus is to ensure that the company’s KRs are achieved by providing the support needed for the sales team to excel in their job, and to provide support needed for merchants to grow their business. This could vary from improving business processes, creating BRDs (Business Requirement Documents) for the product team, problem solving on merchants’ top issues, to supporting merchants to set up their promo.Our relationship within the team is not just about work. We believe in fostering joy and connection, whether over a meal (nobody in our team will ever say no to a good nasi kapau!) or through shared laughter. Each team member is not only ready but more than happy to continuously give guidance and support to each other, while maintaining each other’s independence and flexibility. Together we will navigate challenges and seize opportunities, all while empowering merchants to grow with us!About GoTo GroupGoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress’ by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer household.About GojekGojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.About GoTo FinancialGoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.GoTo and its business units, including Gojek and GoToFinancial ("GoTo") only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.#LI-ONSITEGojek 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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TurboTenent

Social Media Manager

Senior Lifecycle Marketing Manager

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TurboTenant is seeking a Social Media Manager to lead and execute social media strategies, becoming the voice of the brand across platforms like Instagram, TikTok, LinkedIn, Facebook, X, Reddit, and YouTube. This role involves creating compelling content, managing content calendars, optimizing performance through data analysis, and fostering an engaged community of independent landlords. The manager will collaborate with various teams to amplify campaigns and support brand initiatives.

At TurboTenant, we believe in leveling the playing field by giving small landlords the management tools that typically only large apartment complexes have access to. So far we have helped over 750,000 small landlords manage their rental properties and create a great experience for their tenants!

Senior Product Manager

Customer Experience Specialist

What if your next role wasn’t just about posting on social—but about building the nation’s most engaged community of independent landlords? If you have a passion for standout social media content, including collaborations with influencers, and a distinct voice that cuts through the noise, then we want to talk.TurboTenant is seeking Social Media Manager to become the voice and heartbeat of our brand across all social platforms.As part of the Brand Marketing Team, you will:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Lead the social strategy and voice: You'll develop and execute social media strategies that align with TurboTenant’s marketing and business goals. You'll also refine and evolve the TurboTenant voice across platforms including Instagram, TikTok, LinkedIn, Facebook, X, Reddit, and YouTube.</li><li class="leading-relaxed">Create compelling content: Lead the creation of compelling content (including copy, graphics, and video) that drives engagement, community growth, and revenue.</li><li class="leading-relaxed">Manage and optimize: Manage content calendars, daily posting, and active community engagement. You will also track KPIs, analyze performance, and share insights to guide strategy.</li><li class="leading-relaxed">Cultivate a community: You will moderate TurboTenant’s online communities, fostering constructive conversations between landlords. You will also stay ahead of trends, algorithms, and platform innovations to keep TurboTenant relevant and competitive.</li><li class="leading-relaxed">Collaborate for impact: You will collaborate with marketing, design, PR, and product teams to amplify campaigns, promote key features, and unify the brand voice. You will also support occasional in-person industry events and conferences.</li></ul>To be successful in this role, you must:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Proven Expertise: You have proven success as a social media and/or community manager. You also have experience building and managing influencer partnerships.</li><li class="leading-relaxed">Strategic & Data-Driven Mindset: You have a strong understanding of success metrics and the ability to communicate results clearly to stakeholders. You also have the agility to test, pivot, and optimize based on performance.</li><li class="leading-relaxed">Passion for Community: You have a passion for how online communities can create a real impact.</li><li class="leading-relaxed">Tooling: You have familiarity with content calendars and tools such as Hootsuite or Sprout Social.</li></ul>Your Bonus Superpowers:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Real Estate Experience: Experience in residential real estate as a landlord, investor, agent, or leasing professional is a nice to have.</li></ul>TurboTenant has offices in Fort Collins and Denver, Colorado, with the marketing team working out of our Denver office. Face-to-face time is an important aspect of the TurboTenant culture, and the ideal candidate for this role would be expected in the Denver office once a week (more if preferred).<h4 class="text-lg md:text-xl font-semibold mt-6 mb-2 text-gray-800">About Us:</h4>At TurboTenant, we simplify the complex and intimidating process of managing your own rental property. And we do it through an elegant software platform for small, “do-it-yourself” landlords and their tenants. But don’t take our word for it. <a href="https://www.reviews.io/company-reviews/store/turbotenant-com" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Read reviews</a> from some of our 850,000+ landlords.Our Be Better CultureAt TurboTenant, we live by the Be Better mantra. Our high performance culture makes us relentless in our efforts to Be Better at serving our landlords and renters, and in unlocking the potential in one another.What does our Be Better culture mean to you?1. You’ll be in an environment that pushes you to reach your potential.2. You’ll make a massive impact on our landlords, renters, company, and the proptech industry.3. You’ll be on the highest performing team of your career.We're also proud to offer:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Competitive compensation package</li><li class="leading-relaxed">22 days of PTO during the first year increasing with tenure</li><li class="leading-relaxed">Annual bonus based on company performance</li><li class="leading-relaxed">Equity - an owner’s mindset is a big part of being a member of the TurboTeam</li><li class="leading-relaxed">Comprehensive medical, dental and vision plans - with multiple plans covered at 100%</li><li class="leading-relaxed">8 paid holidays per year + a paid day off for your birthday</li><li class="leading-relaxed">401k Matching</li><li class="leading-relaxed">Annual bike tune-up reimbursement</li></ul>Compensation range for this position is $80,000 - $90,000 + equity. The actual compensation offered will be based on experience.Salary Range$80,000 - $90,000 USDAdditional InformationTurboTenant is proud to serve a diverse group of landlords and renters. We strive to reflect that diversity within our team. Employment at TurboTenant is based on merit, competence, performance, and business need. TurboTenant celebrates being an equal opportunity employer and never discriminates based on race, color, genetic information, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity, pregnancy or related condition (including breastfeeding), age, or any other basis protected by law.At this time, employer-based visa sponsorship is not available. All candidates must be eligible to work in the United States without sponsorship.Next StepsReady to work on the highest performing team of your career at TurboTenant? Submit your resume, along with a cover letter, and we’ll be in touch soon.

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This assessment gives us an idea of your C++ skills- Companies that evaluate this skillset in interviews: Rockstar Games, Ubisoft, Mayhem Studios, etc.- 10 Multiple Choice questions- Average time to complete: 7 to 10 minutes

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