***PlataCard*** is a digital financial technology and services company aiming to become Mexican consumers’ primary financial relationship and reward their financial lives through inclusion, simplicity, convenience, trust, and security. ***PlataCard*** was founded in 2022 by executives who created some of the world’s most innovative and successful digital banking businesses. **Job Responsibilities:** * Responsible for team performance, development, mentoring, and coaching to meet and improve departmental metrics. * Ensure team performance by providing motivation and support to enhance engagement and achieve established objectives and goals. * Ensure the team meets all performance indicators using reporting tools and techniques—such as interaction monitoring, team meetings, and one-on-one sessions. * Serve as the point of contact for agent inquiries, issues, and customer escalations, ensuring a high-quality customer experience in every interaction. * Problem resolution, assistance, reliability, and reduction of staff turnover. **Requirements:** * +1 year of experience in a supervisory role (e.g., supervisor, team leader, coordinator). * +1 year of experience in a contact center within customer service. * Strong verbal and written communication skills. * Ability to successfully lead and collaborate with staff and cross-functional teams. * High attention to detail and desire to innovate. * Customer-service orientation; high level of integrity, honesty, and judgment. * Ability to manage multiple ongoing tasks and complex projects. * **Advanced English** * Practical knowledge of database applications such as G-Suite, Tableau, Confluence, Jira—or ability to rapidly learn new technologies (**preferred**) **What We Offer:** * Opportunity to participate in building a new and innovative company. * Opportunity to learn and grow alongside the company and influence process development activities. * Communication and office team. * Statutory benefits. * Major Medical Expense Insurance. * Life Insurance. #support Employment Type: Full-time Salary: $15,000.00 – $25,000.00 per month Benefits: * Option for an indefinite-term contract. * Life insurance. Work Location: On-site