Commercial Operations Support Supervisor

hace 1 semana

Ciudad de México Concord Servicing A tiempo completo

**Requirements**:
Client Support & Relationship Management
- Manage and resolve corporate client inquiries promptly and professionally.
- Act as an escalation point for complex issues, coordinating resolutions across departments.
- Monitor client activity to identify and address potential issues proactively.

Team Leadership
- Supervise and develop a team of support agents through coaching, feedback, and performance reviews.
- Manage workload distribution and scheduling to ensure adequate coverage and timely responses.

Payment & Transaction Oversight
- Oversee payment processing, returns, adjustments, and chargebacks for client accounts.
- Ensure accuracy, timeliness, and proper reconciliation of financial transactions.
- Partner with Finance to resolve discrepancies and maintain clean data.

Operational Audits & Data Integrity
- Conduct regular audits of client files and processes to ensure accuracy and compliance.
- Validate client-submitted data before system entry and maintain data confidentiality.

Reporting & Metrics
- Track client support trends, transaction volumes, and team performance.
- Prepare management reports and dashboards highlighting KPIs and

Process Optimization
- Identify and implement workflow improvements to enhance efficiency and reduce errors.
- Collaborate with Finance, Compliance, Product, and Engineering teams on best practices.
- Maintain up-to-date SOPs and training documentation.

Compliance & Documentation
- Ensure adherence to internal policies, client contracts, and regulatory standards.
- Maintain secure and accurate documentation in line with data protection requirements.

Communication & Collaboration
- Serve as a liaison between clients and internal departments to resolve issues and improve processes.
- Communicate effectively in both English and Spanish across teams and clients.
- Participate in internal meetings and cross-functional initiatives.

**Qualifications**:

- Education: Associate or Bachelor’s degree in Business, Finance, Accounting,or related field (or equivalent experience).
- Experience:

- 3+ years in client operations, support, or service delivery.
- 1-2 years in team leadership or supervisory roles.
- Language: Advanced English (required); Spanish fluency (strongly preferred).
- Technical Skills: CRM tools (HubSpot, Salesforce), Microsoft Excel (pivot tables, lookups), and ticketing systems (Zendesk, Jira).
- Core Competencies: Strong leadership, attention to detail, analytical thinking, problem-solving, and multitasking abilities.

Additional Requirements
- Align with U.S. holiday schedules (may work on Mexican holidays).
- Occasional availability for after-hours or weekend escalations.

**Benefits**

Salary 31,000mx

Voucher Bonnus 2,000mx

Internet Bonus 400mx

Medical Insurance

Dental Insurance

Life Insurance

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