Customer Support Supervisor (CL)

Mexico City
/
Full-Time /
Hybrid
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.