Payments Supervisor

Horatio; Bogotá; Presencial; COP 66.960.000 - 100.440.000; Jornada completa

Descripción de la vacante

Horatio in Bogotá is seeking a Payments Team Lead with 2+ years of supervisory experience in a BPO/fintech setting. The role focuses on leading a customer service team through payment processing workflows, improving processes, and managing escalations across channels.

The candidate must have advanced English, SQL proficiency for investigations, and strong Excel skills. Experience with Jira and banking terminology will be a plus for collaboration with cross-functional teams.

Formación

• 2+ years in a supervisory or equivalent role within a BPO/fintech environment
• Advanced English proficiency required
• Deep understanding of payment processing systems and rails
• Intermediate SQL to run and modify queries for investigations
• Knowledge of banking terms and language required
• Strong customer service principles and best practices
• Experience with Jira or similar enterprise ticketing platforms preferred
• Advanced Microsoft Excel/Google Sheets skills
• Experience managing multi-channel communication
• Proactive risk identification and issue investigation with urgency

Responsabilidades

• Lead, mentor, and motivate a customer service team.
• Provide exceptional customer support across multiple channels and handle escalations.
• Conduct performance evaluations, deliver training, and implement process improvements.
• Monitor team metrics and ensure SLA achievement.
• Collaborate with other departments for seamless customer experiences.

Conocimientos

Team leadership

English proficiency

Payment processing

SQL

Jira

Advanced Excel

Multi-channel support

Risk management

Herramientas

Jira

Excel

Descripción del empleo

We are looking for a highly motivated Payments Team Lead/Supervisor requiring a minimum of 2+ years of experience in a supervisory or equivalent role. The ideal candidate must have proven, hands-on experience in customer support, payments, process improvement, and project management, alongside advanced English proficiency and intermediate to advanced knowledge of relevant support software like Excel and Jira.

Experience in banks or financial institutions within a BPO environment is required.

Responsibilities:

• Lead, mentor, and motivate a customer service team.
• Provide exceptional customer support across multiple channels and handle escalations.
• Conduct performance evaluations, deliver training, and implement process improvements.
• Monitor team metrics and ensure SLA achievement.
• Collaborate with other departments for seamless customer experiences.

Skills & Experience:

• Proven team leadership experience within the BPO industry in fintech companies (2+ years in a supervisory role).
• Proficiency in English, both written and verbal, is mandatory.
• Deep understanding of payment processing systems, workflows, and payment rails (e.g., SWIFT, local ACH, real-time systems), including common reasons for payment delays (e.g., cut-off times, holidays, closures).
• Intermediate proficiency in SQL is required to run and lightly modify queries, as this role will support complex team investigations and analysis.
• Knowledge of banking terms and language is required.
• Strong understanding of customer service principles and best practices.
• Experience with enterprise ticketing platforms such as Jira is preferred.
• Advanced Microsoft Excel/Google Sheets skills.
• Experience managing multi-channel communication.
• Ability to identify and manage risks proactively, investigating related issues with a strong sense of urgency.
• Strong interpersonal skills and work ethic, coupled with high empathy.