Supervisor de operaciones de soporte
Core
Supervise real-time operations and performance of Customer Support and Clerk Support teams to ensure service continuity and customer experience.
Role type
Senior Support Operations Supervisor
Builds
Customer support and sales operations for PayJoy's credit services
Domain
Fintech / Credit / Financial Services
Deliverable
dashboards & analysis
Required skills
Team leadership, KPI management (CSAT, FRT, AHT, SLA, QA), Project management, Cross-functional coordination, Data analysis, Process improvement
Preferred skills
Power BI, Field visits, Consumer protection knowledge
Technologies
Zendesk, Zoho, Excel, Google Sheets
Responsibilities
Monitor support KPIs and intervene in complex cases; Plan schedules and workload distribution; Analyze operational trends and coordinate process updates; Lead continuous improvement projects; Maintain support policies and playbooks.
