Supervisor

Payoneer; Bengaluru; On-site; INR 400,000 - 620,000; Full time

Job summary

Payoneer is seeking an energetic Customer Care online lead to steer our global care initiatives from Bengaluru. You will engage teams across hubs, ensure timely customer responses within SLAs, and drive improvements in the customer journey.

The role requires 2–3 years in a similar setting, strong English, and a proactive, ownership-oriented approach. You will play a pivotal part in maintaining service standards and delivering exceptional support experience.

Qualifications

• 2–3 years of experience in a similar role.
• Experience in an international call centre is preferred.
• Strong command of English, both written and spoken.
• Self-learning and proactive problem-solving abilities.
• Demonstrated ownership and accountability in past roles.
• Creative thinking and ability to propose innovative solutions.
• Proficient in MS Office tools for daily operations.

Responsibilities

• Develop online strategies to ensure customers are answered within the service level agreement.
• Implement motivation techniques to maximise inquiries handled by associates.
• Investigate barriers preventing customers from contacting care or using services.
• Coordinate globally between operational teams and hubs to ensure smooth shifts.
• Report KPIs to the business and identify areas for improvement.
• Handle online crisis events to minimise impact on customers.

Skills

English proficiency (high level)

International call centre experience

Customer care mindset

Problem solving

Creative thinking

Self-learning ability

Ownership and accountability

Tools

MS Office

Job description

Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world's underserved businesses to a rising global economy. We're a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories.

By taking the complexity out of the financial workflows-including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence-we give businesses the tools they need to work efficiently worldwide and grow with confidence.

We're looking for a highly motivated leader, energetic, knows how to engage team members, detailed oriented, someone that can multitask, strategise, and come up with creative solutions to answer our customers, be an online point for our associates, connect between several different hubs and share feedback with the company to improve our customers' journey.

The Customer Care online leads in customer care are the key point persons to ensure that our customers receive service, that pain points are flagged, and our associates are able to work efficiently.

Is it you? Are you up for this challenge?

What's the job?

• Developing strategies online to ensure that our customers are answered within our service level agreement.
• Implementing different motivation techniques to maximise the number 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 if we are meeting our KPIs
• Handling online crisis events in order to ensure the fastest recovery and minimise the effect on our customers.
• Utilising our tools and dashboards to monitor our shifts effectively To
• Develop creative solutions online
• To provide a professional and engaging atmosphere for our associates on the shift

Have you done this kind of stuff?

• 2 - 3 years of previous experience in a similar role
• Previous experience in an international call centre
• High level of English
• Self-learning ability
• Responsibility and ownership
• Problem-solving ability
• Creative thinking and innovation
• Proficient in MS Office

The Payoneer Ways of Working

Act as our customer's partner on the inside
Learning what they need and creating what will help them go further.

Do it. Own it.
Being fearlessly accountable in everything we do.

Continuously improve
Always striving for a higher standard than our last.

Build each other up
Helping each other grow, as professionals and people.

We are committed to providing a diverse and inclusive workplace. Payoneer is an equal opportunity employer, and all qualified applicants will receive consideration for employment no matter your 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 require reasonable accommodation at any stage of the hiring process, please speak to the recruiter managing the role for any adjustments. Decisions about requests for reasonable accommodation are made on a case-by-case basis.

The financial technology company empowering the world's SMBs to transact, do business, and grow globally.

Payoneer is a financial technology company that empowers small and medium-sized businesses to thrive in the global economy through simplified cross-border transactions and currency management.

Post IPO Equity - Wellington Management$300M

Series E

Series E - TCV$180M

Oct 2016

Series E - Wellington Management$50M

Aug 2015

Footprint

Where they work

195 Broadway, 27th floor, New York, NY 10007, US London, GB