📍 Job Overview

• Job Title: Customer Support Supervisor
• Company: PayJoy
• Location: Lima, Peru
• Job Type: Full-Time
• Category: Customer Support & Services
• Date Posted: June 18, 2025

🚀 Role Summary

• Lead and manage the customer support team to ensure exceptional customer experiences.
• Analyze customer feedback and operational data to identify trends, issues, and opportunities for improvement.
• Collaborate with various teams, including Legal & Compliance, to ensure customer inquiries and complaints are handled effectively.
• Optimize workflow processes and procedures to increase efficiency and effectiveness in the customer service area.

📝 Enhancement Note: This role requires a strong focus on customer-centricity, data-driven decision making, and effective team leadership to drive continuous improvement in customer support services.

💻 Primary Responsibilities

• Supervise, guide, and support the customer service team, ensuring alignment with objectives and standards, and providing regular performance-related feedback.
• Monitor and evaluate contact center team activities and assist supervisors and third parties with regular performance feedback.
• Train staff in customer service areas and company policies.
• Optimize workflow processes and procedures to increase efficiency and effectiveness in the customer service area.
• Execute and coordinate controls for compliance with BPO management KPIs.
• Generate reports on team performance, analyzing data to identify trends, issues, and opportunities for improvement.
• Constantly coordinate with Legal & Compliance for the correct execution of claims, writings, or complaints from end customers.

📝 Enhancement Note: This role involves a mix of team management, data analysis, process improvement, and cross-functional collaboration to ensure high-quality customer support services.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business Administration, Communications, or a related field.

Experience: At least 2 years of experience managing customer service or support teams, preferably in the sales or financial sector.

Required Skills:

• Solid knowledge of customer experience key performance indicators (KPIs) and consumer law.
• Knowledge of customer relationship management (CRM) software, such as Zendesk, to manage customer interactions, track issues, and analyze data.
• Strong problem-solving skills to maintain high levels of customer satisfaction.
• Ability to effectively lead and motivate a team, with demonstrated experience supervising internal customer service representatives or BPOs.
• Ability to focus on the customer, sense of urgency, and handle difficult situations under pressure.

Preferred Skills:

• Experience using data analysis tools like Excel, Google Sheets, or Power BI.
• Familiarity with the financial services industry and consumer protection regulations.

📝 Enhancement Note: Candidates should have a strong background in customer service management, data analysis, and team leadership to excel in this role.

📊 Performance Metrics & Goals

Key Performance Indicators (KPIs):

• Customer Satisfaction (CSAT) score
• Average Handling Time (AHT)
• First Contact Resolution (FCR) rate
• Customer Effort Score (CES)
• Net Promoter Score (NPS)

Goals:

• Improve CSAT score by 5% within the first 6 months.
• Reduce AHT by 10% within the first year.
• Achieve an FCR rate of at least 80%.
• Maintain a CES and NPS score above 8 out of 10.

📝 Enhancement Note: Setting clear, measurable goals will help track progress and ensure continuous improvement in customer support services.

📵 Compensation & Benefits

Salary Range: The salary range for this role is not specified. However, based on market research for Customer Support Supervisor roles in Lima, Peru, the estimated salary range is between 12,000 - 18,000 PEN (Peruvian Sol) per month, depending on experience and qualifications.

Benefits:

• 100% Company-funded health insurance for employees and immediate family members.
• Phone finance, headphone, home office equipment, and fitness perks.
• $2,000 USD annual co-working travel perk.
• $2,000 USD annual professional development perk.

📝 Enhancement Note: The salary range is an estimate based on market research and may vary depending on the candidate's experience and qualifications. The benefits package is comprehensive and focuses on employee well-being and professional development.

🎯 Team & Company Context

Company Culture:

• PayJoy is a mission-first financial service provider dedicated to helping underserved customers in emerging markets achieve financial stability and success.
• The company values include ownership, break through walls, live communication, transparency & directness, focus on scale, work-life balance, embrace diversity, speed, and active listening.
• PayJoy is committed to being an Equal Employment Opportunity employer and welcomes and encourages people of all backgrounds.

Team Structure:

• The customer support team is responsible for ensuring effective support to end customers, resolving their queries and issues, and ensuring an extraordinary experience.
• The team works closely with various departments, including Legal & Compliance, to address customer inquiries and complaints effectively.

Development Methodology:

• PayJoy uses a data-driven approach to continuously improve customer support services.
• The company encourages a culture of ownership, break through walls, and live communication to drive innovation and excellence in customer support.

📝 Enhancement Note: PayJoy's customer support team plays a crucial role in ensuring customer satisfaction and driving the company's mission to provide financial services to underserved customers in emerging markets.

🌐 Work Environment

Office Type: PayJoy has a hybrid work environment, with employees working from the office and remotely.

Office Location(s): PayJoy's headquarters are located in Lima, Peru.

Workspace Context:

• PayJoy provides home office equipment, such as laptops and headphones, to ensure employees have the necessary tools to work effectively.
• The company encourages a culture of live communication, with regular team meetings and check-ins to foster collaboration and support.

Work Schedule: The work schedule for this role is full-time, with standard working hours from Monday to Friday. However, the role may require flexibility to handle customer inquiries and complaints during peak hours or outside regular business hours.

📝 Enhancement Note: PayJoy's hybrid work environment and focus on work-life balance allow employees to maintain a healthy work-life balance while ensuring exceptional customer support services.

📄 Application & Interview Process

Interview Process:

1. Phone or video screening to assess communication skills and cultural fit.
2. Behavioral and situational interviews to evaluate problem-solving skills, leadership, and customer focus.
3. Case study or role-play exercise to demonstrate data analysis, process improvement, and team management skills.
4. Final interview with the hiring manager to discuss career goals, expectations, and fit within the team.

Portfolio Review Tips:

• Prepare examples of customer support cases that demonstrate problem-solving, leadership, and data-driven decision-making skills.
• Highlight any experience with customer relationship management (CRM) software, data analysis tools, or process improvement initiatives.

Technical Challenge Preparation:

• Brush up on customer experience KPIs, consumer law, and customer support best practices.
• Practice data analysis and problem-solving exercises to demonstrate strong analytical skills.

ATS Keywords: Customer Service, Team Management, Performance Analysis, Training, Workflow Optimization, Compliance, Reporting, CRM Software, Problem-Solving, Customer Focus, Data Analysis, Communication, Leadership, Motivation, Efficiency, Consumer Law.

📝 Enhancement Note: PayJoy's interview process focuses on assessing candidates' problem-solving skills, leadership, and customer focus to ensure they are the right fit for the customer support supervisor role.

🛠 Tools & Technologies

Customer Relationship Management (CRM) Software:

• Zendesk

Data Analysis Tools:

• Excel
• Google Sheets
• Power BI (or similar data analysis tools)

Communication & Collaboration Tools:

• Slack
• Microsoft Teams
• Google Workspace (Gmail, Google Docs, Google Sheets, etc.)

📝 Enhancement Note: Familiarity with customer relationship management software, data analysis tools, and communication & collaboration tools is essential for success in this role.

📌 Application Steps

To apply for this Customer Support Supervisor position:

1. Submit your application through the provided link.
2. Tailor your resume and cover letter to highlight your customer service management, data analysis, and team leadership skills.
3. Prepare examples of customer support cases and any relevant projects that demonstrate your problem-solving, leadership, and data-driven decision-making skills.
4. Research PayJoy's company culture, mission, and values to ensure a strong cultural fit and alignment with your career goals.
5. Practice data analysis and problem-solving exercises to demonstrate strong analytical skills and prepare for the interview process.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

---