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.
About the Team
The Operations team 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) 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. 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), but our team now enjoys bonding over-exercising and working out together.