Customer Support Supervisor

About PayJoy

PayJoy is a mission-driven company dedicated to helping a billion people around the world step into the modern financial system for the first time and supporting them on a path to financial success. Founded in 2015, PayJoy’s “secret sauce” technology turns a smartphone into collateral to jumpstart unbanked consumers into the credit system. We reached profitability in 2020, reaching 10 million happy customers and over a billion dollars of sales in 2023. 

This Role

The Customer Support Supervisor plays a crucial role in ensuring efficient and effective resolution of customer inquiries and issues. Oversees the customer support team, providing leadership, training, and guidance to ensure high-quality service delivery. Additionally, this position analyzes customer feedback and operational data to identify areas for improvement, thereby contributing to continuous enhancement of service quality and operational efficiency within the business.

Responsibilities

• Team Leadership: Provide leadership, 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: Identifying and triggering L&D requirements guided to improve team's 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: Overseeing and assessing contact center staff activities and assisting the supervisors and 3rd party players with regular performance feedback.
• 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 their Manager for 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 BPOs 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 with their manager possible solutions.
• Experience with CRM Systems: Proficiency in using Customer Relationship Management (CRM) software to manage customer interactions(zendesk), track issues, and analyze data softwares (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 we welcome and encourage people of all backgrounds. We do not discriminate based upon 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.

PayJoy Principles

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