Customer Support Supervisor

hace 1 semana

City, México PayJoy A tiempo completo

**Acerca de PayJoy**

PayJoy es un proveedor de servicios financieros con una misión clara: ayudar a clientes desatendidos en mercados emergentes a lograr estabilidad y éxito financiero. Otorgamos créditos a través de nuestra tecnología patentada que convierte un smartphone en una garantía digital, y gracias a nuestra avanzada inteligencia artificial, ciencia de datos y herramientas anti-fraude, podemos ofrecer los costos más bajos y calificar al mayor número de clientes en la industria. Hasta 2024, hemos proporcionado miles de millones de dólares en crédito a más de 12 millones de clientes, mientras mantenemos una rentabilidad sólida y sostenible a largo plazo.

**Acerca del rol**

**Responsibilities**:
- Accomplishes department objectives by supervising staff and organizing and monitoring work processes.
- Data Analysis
- Experience in written channels, chats, there are no telephone agents, everything is written (Must)
- Accomplishes staff job results by coaching, counseling, and disciplining employees.
- Plans, monitors, and appraises job results.
- Conducts training.
- Implements and enforces systems, policies, and procedures.
- Maintains safe and healthy work environment by establishing and enforcing organization standards and adhering to legal regulations.
- Completes operations by developing schedules, assigning and monitoring work, gathering resources, implementing productivity standards, resolving operations problems, maintaining reference manuals, and implementing new procedures.
- Controls expenses by gathering and submitting budget information, scheduling expenditures, monitoring variances, and implementing corrective actions.
- Provides quality service by enforcing quality and customer service standards.
- Contributes to team effort by accomplishing related results as needed.

**Qualifications**:
- Hard/Tech Skills
- Excel (Intermediate - Advance skills)
- Zendesk or any similar
- CRM Systems
- English (Intermediate - Advance)
- Soft Skills
- Quality management
- Supervision
- Tracking budget expenses
- Safety management
- Staffing
- Delegation
- Performance management
- Organization
- Fostering teamwork
- Self-development
- Giving feedback
- Education, Experience, and Licensing Requirements:

- High school diploma, GED, or equivalent
- Bachelor’s or Associate’s degree in business or management preferred
- Management experience a plus

**Benefits**:
- Company-funded Health and Dental Insurance for employees and immediate family members
- Life insurance
- 30 days of Christmas bonus
- 20 days paid Vacation
- 50% Vacation premium
- 13% Saving funds
- $2,000 MXN monthly grocery coupons
- $2,000 USD annual Coworking Travel allowance
- $2,000 USD annual Professional Development allowance
- $500 USD annual Fitness allowance
- $500 USD Phone Finance allowance
- $250 USD Home Office equipment allowance
- $200 USD Headphone allowance

**Principios de PayJoy**

En PayJoy estamos orgullosos de ser un empleador que promueve la igualdad de oportunidades. Damos la bienvenida y alentamos la inclusión de personas de todos los orígenes. No discriminamos por raza, religión, color, origen nacional, género (incluido el embarazo, parto o condiciones médicas relacionadas), orientación sexual, identidad de género, expresión de género, edad, estatus como veterano protegido, condición de discapacidad o cualquier otra característica legalmente protegida.

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