Customer Experience Supervisor, Cash Program
PayJoy, Mexico
Job Description
We are looking to hire an awesome Customer Experience Supervisor to lead our staff to deliver exceptional client support as well as being the main contact between customer feedback and the other areas of the Cash team. This person will have a key role in helping the Cash Program grow in Mexico.
Preferred candidates are meticulous, analytical, self-driven executors, proactive and organized.
We are looking to hire an awesome Customer Experience Supervisor to lead our staff to deliver exceptional client support as well as being the main contact between customer feedback and the other areas of the Cash team. This person will have a key role in helping the Cash Program grow in Mexico.
Preferred candidates are meticulous, analytical, self-driven executors, proactive and organized.
Responsibilities
Overseeing and assessing customer experience staff activities
- Assisting the agents with regular performance feedback
- Provide the tools and information they need to operate accordingly
- Ongoing tracking of metrics
- Guide the agents through best practices and benchmarks of quality execution
- Training staff in areas of customer service and company policies.
- Assisting customer service staff with duties where required.
Create strategies to improve the efficiency and quality of the CX operation
- Define, standardize and implement processes
- Proposal of new KPIs to improve the accuracy and visibility of results
- Run analysis to assess CX opportunities
- Proposal and definition of new initiatives to solve problems of CX, working together with other departments, especially Marketing, Automations and Product
- Conduct customer research to gather insights
Serve as a key point of contact between CX and the rest of the Cash areas
- Prioritization of customer feedback to scale to other Cash areas
- Documentation of app issues and report of their evolution to Engineering team
- Maintain documentation pertaining to routines and special projects (customer experience operational reports, learnings, customer insights, project status reports, training decks, etc.)
Requirements
- Previous experience working as an agent
- Demonstrated Excellent QA
- Microsoft Office knowledge (intermediate mandatory)
- Fluent english (both written and spoken)
- Strong people skills
- Outstanding organizational skills
- Available to work in shifts
- Excellent communication skills
- Analytical skills
It’s a plus if you have:
- Previous supervisory experience
- Previous experience in a data-related role
- Previous experience working with engineers or developers
- Passion for understanding technology
Benefits
- Company-funded health insurance for employee and immediate family
- Company-funded employee life insurance
- 10 company holidays; 15 days vacation (20 at 3rd year); unlimited sick leave
- Annual fitness benefit ($500); professional development benefit ($2000), and international travel benefit ($2000)
- Aguinaldo 20 dias; Vacation bonus 50%; $2,000 MXN / month vales de despensa
- Phone finance benefit
About PayJoy
PayJoy's mission is to deliver access to credit to the next billion people in emerging markets worldwide. Our unique mobile locking technology gives customers the ability to afford their first smartphone on credit, using the phone itself as collateral, and then provides further access to credit to help weather life's unexpected financial surprises and climb the ladder of economic well-being.
Founded in 2015, today PayJoy has reached hundreds of thousands of customers in a dozen countries around the globe, including Mexico, Brazil, India, Kenya, and South Africa, and is on a strong growth path with support from major industry partners to bring credit to millions in the near future.