Director of Customer Support

**Overview**Are you ready to join an agile, diverse, and global team of innovators in redefining the B2B payment space for startups and SMEs in emerging markets? Tribal Credit is built for companies looking for a better way to pay business expenses and optimize their financial management. We provide modern payment methods like multi-currency physical and virtual business Visa cards and a powerful spend management platform to track and control expenses—all in one seamless interface.Our founders are serial entrepreneurs who have launched startups both in emerging markets and the U.S. We're backed by leading international investors, including SoftBank, QED Investors, BECO Capital, Global Ventures, Endeavor Catalyst, Endure Capital, and OTG Ventures. We're also part of the Visa Fintech Fast Track program among an elite group of fintechs.This position is 100% remote and reports to the Vice President of Operations.**As Director of Customer Support you will...**- Develop and implement customer support strategies that align with the overall business goals and objectives of the company.- Provide regular updates to the company leadership team on customer support performance, including proactively raising visibility on issues or concerns that need to be addressed.- Build a culture of customer-centricity throughout the organization.- Manage a team of customer support representatives and managers.- Leverage data and metrics to assess customer support performance and make informed decisions for improving service delivery.- Continuously monitor and analyze customer feedback and trends to improve customer experience and satisfaction.- Develop and maintain a customer service training program for new hires and ongoing employee development.- Identify and implement process improvements to increase efficiency and effectiveness.- Collaborate with other departments, such as engineering, product, credit, and customer success to ensure that customer feedback is incorporated into the product roadmap and that customer needs.- Build and maintain strong relationships with key customer stakeholders and ensure high customer satisfaction and retention.**Who You Are**- A minimum of 7-10 years of experience in customer support, with at least 5 years in a leadership role- Strong leadership, management, and interpersonal skills- Excellent communication and problem-solving skills- Experience with customer service software and technologies- Familiarity with metrics and KPIs for measuring customer support performance- Proven ability to identify and implement process improvements- Strong analytical and critical thinking skills- Ability to build trust-based relationships with both junior and senior-level executives- Motivated to work collaboratively in a fast-paced environment- Fluent in Spanish and English required- Agile, flexible, and responsive approach to work**Benefits**- 100% employer paid healthcare insurance for team members and family.- 30 days Aguinaldo.- Phone/Internet Allowance.- Food Vouchers.- Vacation premium.- Unlimited time off and all public holidays.- Allowance for home office equipment.- Highly supportive team culture.- Remote-first (within your country of residence), flexible work environment- Market-competitive salaries.- Top-notch project management, productivity, and team engagement tools.- Unlimited learning resources, and much more.**Our Values**- Everything we build is rooted in creating new possibilities for them, challenging what we think is impossible.- **We operate in 3D**:Drive. Diagnosis. Data. We execute with drive and urgency. When needed, we diagnose using data and experiments before deciding. We consider second order effects and think things through.- **We progress towards excellence**:We hold ourselves and each other accountable to** high standards and excellence. We balance perfection with delivery, experimentation and learning.**:- **We pursue learning and growth**:We're curious and passionate about learning and growing. We question assumptions, seek out information, ask for feedback, acquire new knowledge, and explore new perspectives.- **We're human-centered as one tribe**:We work as one tribe. We collaborate on issues, powered by respectful challenge and feedback. We listen to each other. We're open to other points of view but commit once a decision is taken, supporting each other wholeheartedly on the path forward.**Equal Employment Opportunity & Privacy Statement**Click here to learn about our Tribal Privacy Policy and #JoinTheTribe