Payments Supervisor (BOG)

Hire Horatio CX; Bogotá; Presencial; COP 65.000.000 - 95.000.000; Jornada completa

Descripción de la vacante

Hire Horatio CX in Bogota is seeking a Payments Team Lead/Supervisor with 2+ years in a supervisory role. You will lead a multi-channel support team, drive payment processing improvements, and manage escalations using Jira and Excel.

The role requires strong English, banking terms knowledge, and the ability to collaborate across departments to ensure smooth customer experiences. On-site position in Bogot\a.

Formación

• Minimum 2+ years in a supervisory or equivalent role.
• Proven hands-on experience in customer support, payments, process improvement, and project management.
• Advanced English proficiency.
• Intermediate to advanced knowledge of support software like Excel and Jira.

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 systems

SQL

Banking terms

Customer service

Jira

Excel/Google Sheets

Multi-channel support

Risk management

Empathy

Herramientas

Jira

Excel/Google Sheets

Descripción del empleo

Overview

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 and development experience within the BPO industry (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.

On-site role in Bogota