Customer Experience Operations Manager

With over a million customers trusting PayJoy, it’s increasingly important that our apps and services operate with integrity and high availability while keeping our customers' data confidential.

We are looking to hire an awesome Customer Experience Operations Manager to assemble and coach our staff, as well as deliver exceptional customer experience to our clients in Mexico. The Customer Experience Operations Manager will build a strong team and shape staff behaviors to accomplish desired results. You will play a collaborative role in implementing, growing and supervising processes.
 
To ensure success, you need to employ prudence and tact when interacting with others and be focused on customer and staff retention. Preferred candidates perform to a high level of accuracy and are meticulous and organized.

PayJoy is committed to the goal of building a dynamic, diverse team, and strongly encourages applications from women and minorities.

Responsibilities

  • Oversee and assess contact center staff activities and assist the supervisors and 3rd party players with regular performance feedback
  • Strategize and monitor daily activities of customer service operation
  • Define and ensure the construction and reporting of management metrics for internal and external contact centers
  • Ensure the strategic operation for internal and external contact centers
  • Analyze trends and define forecast of growth or decrease of agents for contact centers
  • Monitoring reports and projects with different areas of the company
  • Assist customer experience staff with duties where required
  • Define, standardize and implement processes when needed
  • Train staff in areas of customer service and company policies
  • Investigate and resolve customer service complaints
  • Assist with the development and implementation of service policies and explain these to staff and customers
  • Maintain documentation pertaining to customer service department activities
  • Perform additional duties where needed
  • Requirements

  • Minimum experience of 3 years managing customer service campaigns in contact centers
  • Project implementation experience (at least 2 years)
  • Experience in contact center management tools and systems (Zendesk)
  • Domain in customer satisfaction metrics
  • Fully bilingual (English and Spanish)
  • Benefits

  • Company-funded health insurance for employee and immediate family
  • Company holidays
  • Christmas bonus 20 days
  • 15 vacation days (20 at 3rd year)
  • Vacation bonus 50%
  • Unlimited sick leave
  • Annual fitness benefit ($500USD)
  • Annual professional development benefit ($2,000USD)
  • International travel benefit ($2,000USD)
  • $2,000 MXN monthly pantry vouchers
  • Phone finance benefit
  • About PayJoy
    PayJoy's mission is to deliver access to credit to the next billion people in emerging markets worldwide. Our unique mobile locking technology gives customers the ability to afford their first smartphone on credit, using the phone itself as collateral, and then provides further access to credit to help weather life's unexpected financial surprises and climb the ladder of economic well-being.

    Founded in 2015, today PayJoy has reached millions of customers in a dozen countries around the globe, including Mexico, Brazil, India, Kenya, and South Africa, and is on a strong growth path with support from major industry partners to bring credit to millions in the near future.

    PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

    PayJoy Principles
    Finance for the next billion * Ownership * Break Through Walls * High-Bandwidth Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity


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