Clerk Support Supervisor
Core
Supervise customer support operations and drive B2C sales conversion for a fintech company serving unbanked customers in LATAM.
Role type
Senior IC Customer Support Supervisor (Sales & Operations)
Builds
Customer support hubs, sales conversion initiatives, and legal complaint resolution processes.
Domain
Fintech / Consumer Credit / LATAM
Required skills
Team leadership, KPI management (CSAT, FRT, AHT, SLA), Zendesk/Zoho/CRM, B2C sales conversion, social media reputation management, regulatory complaint handling, project management, data analysis.
Preferred skills
Power BI, SQL, Hex, field visits.
Responsibilities
Supervise support agents in real-time, plan schedules and workload, analyze operational dashboards, coordinate cross-functional escalations, manage social media channels and legal complaints, deploy High Touch proactive contact models, drive B2C sales conversion and repurchase rates, train agents on consultative selling.
Seniority
Senior, hands-on IC