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Payoneer is a global financial platform founded in 2005 that removes friction from cross-border business operations. The company serves customers and partners in over 190 countries, offering solutions in global payments, compliance, multi-currency management, workforce management, working capital, and business intelligence.
This Customer Care Supervisor role is a key leadership position within the customer care operations team. You will lead online customer support operations, ensuring service level agreements are met and customer pain points are identified and resolved. Your responsibilities include:
• Developing and implementing strategies to ensure customers receive timely responses within service level agreements
• Implementing motivation and performance techniques to maximize inquiry handling by team members
• Investigating and analyzing barriers preventing customers from contacting support or using services
• Coordinating globally across different operational teams and hubs to ensure smooth shift operations
• Monitoring KPI performance and reporting results to the business
• Managing online crisis events to minimize customer impact and ensure rapid recovery
• Using tools and dashboards to effectively monitor shift performance
• Developing creative solutions to operational challenges
• Creating a professional and engaging work environment for the team
You will serve as a key point person connecting multiple operational hubs, flagging issues, and sharing feedback to improve the customer journey. This is a hands-on leadership role requiring strong engagement with both team members and cross-functional stakeholders.
REQUIREMENTS:
• 2–3 years of previous experience in a similar supervisory or leadership role
• Previous experience in an international call center environment
• Strong managerial and leadership skills
• High level of English proficiency
• Self-learning ability and adaptability
• Responsibility and ownership mindset
• Problem-solving and creative thinking abilities
• Proficiency in MS Office and Excel
• Ability to excel under pressure
