Customer Support Supervisor

Who You Are Failure to meet any of the following required qualifications could result in an automatic rejection.

• Dynamic mindset, prepared to adapt and possessing an open-minded approach.
• Proactive in driving process improvements and willing to challenge the status quo.
• Experienced in leading teams and collaborating across different areas within a company.
• Passion for serving customers, continuous learning, and working with people.
• Strong problem-solving skills, a 'hands-on' approach, dedicated to finding solutions, and always focused on personal development.
• Outstanding interpersonal, proactive, and leadership skills.
• Results-oriented. Driven to improve efficiencies while taking care of our customers.
• Fluency in both English and Spanish. Portuguese is desirable.

What You Will Do

• Lead a team responsible for ensuring customer satisfaction, and develop and execute effective strategies for service and service recovery.
• Proactively gather user feedback and provide insights to the product team.
• Promote and execute changes to improve efficiency in current processes.
• Collaborate with senior leaders in the department to coordinate implementations and improve process efficiency to achieve world-class service standards.
• Create relationships with other departments in Bitso to detect and anticipate changes to be implemented.
• Stay on top of CSAT & NPS metrics, aiming to constantly raise the bar and achieve better results w/each improvement and implementation
• Create a suitable framework to manage all projects and processes.
• Embrace global and local assignment for all markets
• Collaborate on strategies to foster a customer-centric mindset throughout the entire organization.
• Motivate the team to provide a best-in-class service and be a role model for Bitso's core values.
• Regularly present KPIs and proposed improvement strategies to senior leaders.
• Constantly work towards improving efficiencies in your team.
• Provide coaching and feedback to direct reports, and work on their professional development path.