Customer Journey Supervisor

Customer Journey Supervisor, New York, NY (Hybrid)

Build Your Career | Have Fun | Make a Difference 

Payoneer’s mission is to empower businesses to go beyond – beyond borders, limits and expectations. In today’s digital world, Payoneer enables businesses of all sizes from anywhere in the world to access new economic opportunities by enabling them to transact globally as easily as they do locally. 

Payoneer’s digital payments platform streamlines global commerce for millions of small businesses, marketplaces and enterprises from over 200 countries and territories.  Leveraging robust technology, compliance, operations and banking infrastructure, Payoneer delivers a suite of services that includes cross-border payments, working capital, tax solutions and risk management.  Powering growth for customers ranging from aspiring entrepreneurs in emerging markets to the world’s leading brands like Airbnb, Amazon, Google and Upwork, Payoneer makes global commerce easy and secure.  

Role Description:

The Customer Journey Supervisor is a highly motivated leader, who is energetic, knows how to engage team members, is detailed oriented, someone that can multitask, strategize and come up with creative solutions to answer our customers, be an online vocal point for our associates, and connect between several different hubs and share feedback with the company to improve our customer’s journey.

The successful candidate will take control and operation of the telephone and computer systems - responsible for the availability of the hotline and management of the representatives during the shift (agenda, productivity, breaks, etc.). And will be responsible for driving the team to meet the availability goals as well as routing the various activities at the center according to system constraints and urgency. 

The Customer Journey Supervisor leads in customer care as the key point person to ensure that our customers receive service as per our agreements, that pain points are flagged, and our associates are able to work efficiently.

This role will be based in our New York, NY office.

What you’ll do:

• Developing strategies online to ensure that our customers are answered within our service level agreement
• Implementing different motivation techniques to maximize the amount of inquiries handled by our associates
• Investigate and analyze any barriers that are blocking our customers from contacting customer care or using our services
• Coordinate globally between our different operational teams and hubs to ensure a successful shift
• Report to the business about our KPIS
• Handling online crisis events in order to ensure the fastest recovery and minimize the effect on our customers 
• Utilizing our tools and dashboards to monitor our shifts effectively
• To develop creative solutions during the online shift
• To provide a professional and engaging atmosphere for our associates on the shift

What we’re looking for:

• 5+ years of experience in large call center or customer service roles
• 2+ years in supervisory capacity
• Bachelors Degree
• Self-learning ability
• Responsibility and ownership taking
• Problem-solving ability
• Creative thinking and innovation
• Proficient in MS Office - Outlook, PPT, Excel
• Ability to excel under pressure

Preferred:

• Experience in the financial services technology (Fintech) or SaaS industry

What we offer:

• Outstanding medical, dental, and vision insurance (individual plan 100% covered) HSA and FSA
• 401K with employer match
• Fitness/Wellness reimbursement 
• Generous PTO, paid holidays, and parental leave
• Learning and development opportunities
• Flexible work from home schedule
• Volunteer activities
• Fun office culture with supportive leadership 

Join the Payoneer Family - check out Our Values and apply today!  

Payoneer is committed to fostering a diverse and inclusive workplace. Payoneer is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law. If you are interested in applying for employment with Payoneer and need special assistance or an accommodation to use our website or to apply for a position, please email RecruitmentUS@payoneer.com. Determinations on requests for reasonable accommodation are made on a case-by-case basis. 

In accordance with New York City Law, below is the annual base salary range for this position. Actual annual base salary is based on, but not limited to: experience, education, professional licenses, location and business needs. The position is eligible for health insurance, disability insurance, life insurance, 401k plan, paid-time off, and sick (and where applicable safe) leave. This position is also eligible for a discretionary year-end bonus.

The annual base salary range for this position is: $60,000 - $75,000.

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