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Customer Care Team Leader

1 month ago

New York, United States Viola Full time
Job DescriptionJob DescriptionA universe of opportunities. Open to you.

Payoneer's mission is to empower anyone, anywhere to participate and succeed in the global economy. If our mission connects with your values, if you revel in solving complex challenges, and if you want to continuously advance your career, come realize your potential at Payoneer.

Life at Payoneer is a global community, where you'll work with colleagues all over the world, in a hybrid or remote work frame. As an equal opportunity employer, the only things that matter to us are your skills, your drive and your desire to have a positive impact on others.

We're looking for a highly motivated and energetic leader who will oversee a team of customer service associates. Your primary goal will be to ensure the team exceeds performance targets while delivering excellent customer service.

What's the job?
  • Monitor the team's performance (~ 15 associates), provide coaching, feedback and mentorship to improve performance and achieve targets
  • Conduct managerial routines such as team meetings to communicate goals, updates, and service procedures
  • Address escalated customer issues promptly and effectively
  • Track and analyze team performance metrics and prepare reports
  • Identify trends, performance gaps, and areas for improvement and work closely with different functions streamline processes and resolve issues
  • Responsible for employees engagement and professional development
  • Managing projects and tasks related to the customer care department
Have you done this kind of stuff?
  • 2 - 3 years previous experience in a similar role - Must
  • Previous experience in an international call center - Must
  • Strong managerial skills
  • High English level
  • Self-learning ability
  • Responsibility and ownership taking
  • Problem-solving ability
  • Creative thinking and innovation
  • Proficient in MS Office

Who we are:

Payoneer (NASDAQ: PAYO) is the world's go-to partner for digital commerce, everywhere. From borderless payments to boundless growth, Payoneer promises any business, in any market, the technology, connections and confidence to participate and flourish in the new global economy. Powering growth for customers ranging from aspiring entrepreneurs in emerging markets to the world's leading brands, Payoneer offers a universe of opportunities, open to you.

#LI-HybridPandoLogic. Keywords: Customer Service Supervisor, Location: New York, NY - 10060 , PL: 594012556