Customer Support Team Lead

hace 3 días

Bogotá, Bogotá D.E., Colombia PayJoy Inc. A tiempo completo
About PayJoy

PayJoy is a pioneering financial services company dedicated to empowering under-served customers in emerging markets to achieve financial stability and success. Leveraging cutting-edge technology and innovative approaches, we provide accessible and affordable financial solutions, fostering a culture of inclusivity and growth.

This Role

The Customer Support Supervisor plays a pivotal role in ensuring seamless customer interactions and resolving inquiries efficiently. As a leader, you will oversee the customer support team, providing guidance, training, and mentorship to ensure high-quality service delivery. Additionally, you will analyze customer feedback and operational data to identify areas for improvement, driving continuous enhancement of service quality and operational efficiency within the business.

Responsibilities
  • Team Leadership: Provide strategic guidance and support to the customer support team, ensuring alignment with company goals and standards.
  • Performance Management: Monitor team performance metrics, such as response times, resolution rates, and customer satisfaction scores, and take proactive steps to improve them.
  • Training and Development: Identify and address training needs to enhance team performance.
  • Quality Assurance: Maintain quality assurance to ensure consistent and high-quality customer interactions.
  • Operational Efficiency: Optimize workflow processes and procedures to increase efficiency and effectiveness within the customer support department.
  • Reporting and Analysis: Generate reports on team performance, analyzing data to identify trends, issues, and opportunities for improvement.
  • Third Party Management: Oversee and assess contact center staff activities and provide regular performance feedback to supervisors and third-party players.
  • Cross-functional Collaboration: Work closely with other departments, such as sales, operations, and money teams, to ensure a seamless customer experience.
  • Continuous Improvement: Lead initiatives with your Manager to drive continuous improvement in customer support processes, systems, and policies based on feedback, industry best practices, and emerging trends to enhance overall service delivery and customer satisfaction.
Requirements
  • Experience working with fast-growing companies (mandatory).
  • Proven experience in customer support supervision: At least 3 years of experience in a customer support leadership role managing internal and BPO teams.
  • Proficiency in English (intermediate at least) and Spanish.
  • Analytical and problem-solving abilities: Strong skills in analyzing performance metrics, identifying areas for improvement, and escalating possible solutions to your Manager.
  • Experience with CRM systems: Proficiency in using Customer Relationship Management (CRM) software to manage customer interactions, track issues, and analyze data (Excel mandatory, Power BI or any other desirable).
  • Leadership skills: Ability to effectively lead and motivate a team, with demonstrated experience in supervising or managing customer support representatives.
  • Organizational skills: Strong organizational skills to manage multiple tasks, prioritize workload effectively, and ensure that team members meet deadlines and service level agreements.
  • Adaptability and resilience: Ability to adapt to changing priorities, handle stressful situations with composure, and maintain a positive attitude to foster a supportive team environment.
Benefits
  • Health and life insurance.
  • Indefinite-term contract.
  • 20 days of vacations.
  • $2,000 USD annual coworking travel perk.
  • $2,000 USD annual professional development perk.
  • $500 USD annual fitness perk.
  • $250 USD home office equipment allowance.
  • $200 USD headphone allowance.

PayJoy is proud to be an Equal Employment Opportunity employer and welcomes people of all backgrounds. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening

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