Customer Service Supervisor

We are seeking a Customer Service Supervisor to lead the customer service operation of a growing fintech, ensuring excellent customer experience, operational efficiency, and team development.

Key Responsibilities:

• Lead and develop the customer service team, monitoring performance, providing feedback, and creating development plans.
• Ensure quality indicators, productivity, and customer satisfaction targets are met.
• Monitor metrics such as SLA, TMA, FCR, CSAT, and NPS.
• Manage daily operations, escalate critical cases, and resolve complex problems.
• Identify opportunities to improve processes and customer journey.
• Collaborate with Product, Technology, and Operations teams to solve root causes of customer issues.
• Prepare management reports and present results to leadership.
• Develop and implement customer service tools.

Required Qualifications:

• Bachelor's degree in Administration, Management, Communication, or related fields.
• Previous experience leading customer service teams.
• Experience in fintechs, financial institutions, payment methods, digital banks, or technology companies.
• Knowledge of operational indicators and customer service management tools.
• Experience with omnichannel platforms (phone, chat, email, and WhatsApp).
• Excellent communication and relationship-building skills.
• Experience managing high-volume operations, demonstrating organization, resilience, and prioritization skills.

Preferred Qualifications:

• Experience in high-volume and fast-paced environments.
• Focus on customer experience and result delivery.
• Previous experience in customer service or support for SMEs, accounting offices, technology companies, fintechs, or B2B solutions.

What We Offer:

• Hybrid work model with flexible schedules.
• Flexibility and work-life balance policies, including up to 8 weeks of remote work per year.
• Professional development and growth opportunities through our "Grow My Way" program.
• Competitive benefits package, including medical and dental assistance, mental health days, and performance incentives.
• Global culture recognized for inclusion, flexibility, and work-life balance.
• Opportunities for social impact through our Social Impact Institute, including paid volunteer days and ESG initiatives.