Customer Care Supervisor

Description

Job Summary: PlataCard is seeking a Customer Service Supervisor to lead a team, ensure team performance and customer service quality, and resolve issues. Key Highlights: 1. Opportunity to lead and develop a customer service team 2. Opportunity to participate in building an innovative company 3. Professional growth in a dynamic environment **Job Description** ***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 goals and objectives. * 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 quickly learn new technologies (**preferred**) **What We Offer:** * Opportunity to participate in building a new, innovative company * Opportunity to learn and grow alongside the company and influence process development activities * Communication and office team \#lead Employment Type: Full-time Salary: $30,000.00 per month Benefits: * Major medical expense insurance * Life insurance Application Question(s): * Can you work on-site and rotate shifts? * What is your English proficiency level? Intermediate or Advanced * Do you have experience supervising customer service teams? * Do you have experience supervising contact centers? Education: * Completed Bachelor’s degree (Mandatory) Work Location: On-site employment