Looking for a job

Reza Pradapta

@rezapradapta

Customer Support Supervisor with 10 years in customer service, leading APAC teams, escalations, e-commerce support, and process improvement.

Indonesia

Message

What I'm looking for

I'm looking for a remote customer support, customer experience, or customer success role where I can handle complex cases, help customers, improve support processes, and contribute to a strong team. I'm open to both senior individual contributor and team lead or manager roles.

I have around 10 years of customer service experience, including more than 3 years as a Customer Support Supervisor at Swee Lee Indonesia. I led a team of 12 people supporting customers across Indonesia, Malaysia, the Philippines, and Thailand through email, live chat, and phone.

My work covered orders, shipping, returns, refunds, warranty, complaints, and escalations. I coached team members, monitored KPIs such as first response time, resolution time, and customer ratings, and worked closely with warehouse, logistics, retail, sales, and product teams to solve customer issues.

I'm comfortable working in high-volume e-commerce environments and have hands-on experience with Gorgias, Shopify, Aircall, and Google Workspace. I'm currently looking for a remote customer support, customer experience, or customer success role where I can contribute both as an experienced individual contributor and as a team leader.

Experience

Work history, roles, and key accomplishments

Customer Support Supervisor

PT Swee Lee Indonesia

Apr 2023 - Jul 2026 (3 years 3 months)

Led daily support operations for a team of 12 across Indonesia, Malaysia, the Philippines, and Thailand. Handled escalations through email, live chat, and phone, covering orders, shipping, returns, refunds, warranty, and complaints. Coached the team, tracked support KPIs, and worked with warehouse, logistics, retail, sales, and product teams. Used Gorgias, Shopify, Aircall, and Google Sheets.

Customer Support Team Leadership Escalation Management Cross functional Coordination CRM Gorgias Shopify Aircall

Senior Customer Support Representative

PT Swee Lee Indonesia

Feb 2022 - Mar 2023 (1 year 1 month)

Handled customer inquiries and escalations across email, live chat, and phone for e-commerce customers. Supported orders, deliveries, returns, refunds, warranties, product questions, and after-sales issues. Worked with warehouse, logistics, retail, sales, and service teams to resolve cases. Used Gorgias, Shopify, Aircall, and internal systems.

Customer Support Escalation Management Ecommerce Gorgias Shopify Aircall

Customer Support Representative

PT Swee Lee Indonesia

Nov 2020 - Jan 2022 (1 year 2 months)

Handled e-commerce customer support through email, live chat, and phone. Helped customers with products, orders, payments, deliveries, returns, refunds, warranties, repairs, promotions, and service policies. Followed up on pending cases, kept customers updated, and coordinated with internal teams to resolve issues. Used Gorgias, Shopify, Aircall, and internal systems.

Customer Support Ecommerce Gorgias Shopify Aircall CRM

Customer Service Representative

PT Sari Melati Kencana / Pizza Hut Indonesia

May 2016 - Oct 2020 (4 years 5 months)

Handled inbound calls for Pizza Hut Delivery, helping customers place orders and answering questions about deliveries and promotions. Processed orders accurately, handled complaints and refund concerns calmly, and coordinated with restaurant teams to resolve urgent customer issues.

Customer Service Phone Support Complaint Resolution Order Processing Customer Support