Customer Support Lead (Fintech)

About the role

As the Customer Support Lead at Otapay, you will oversee the support team to ensure users receive timely, effective, and empathetic assistance. You will manage inquiries, resolve issues, and drive improvements in service quality while mentoring representatives.

Key responsibilities

• Lead and manage Otapay’s customer support team, ensuring timely and effective resolutions to customer queries.
• Develop customer service processes and protocols to enhance the user experience.
• Implement tools and technologies to streamline customer support processes.
• Track key performance indicators (KPIs) for customer support, ensuring the team meets service goals.
• Monitor and analyze customer feedback, identifying trends to improve service and product offerings.
• Provide training and ongoing support to customer service representatives.
• Collaborate with other teams to communicate customer insights and contribute to product development.
• Assist in the development of customer support policies and ensure they align with company values and standards.

Required profile

• Minimum 3 years of experience in customer support or a related field.
• Ability to work Monday to Friday and lead a team effectively.

What we offer

• Competitive salary with opportunities for career progression.
• Health and wellness benefits, including dental and vision care.
• Remote work options with flexible hours.
• Generous vacation and paid time off.
• Professional development through training and workshops.