Head of Customer Service

PayRetailers is a payment gateway designed to handle mass online payments to the Latin American market.

The company combines local markets expertise with payment technology enabling global merchants to successfully expand their business into high growth, emerging markets while eliminating the many operational complexities of managing cross-border payments. Our strategy has created a differentiated model in the payments landscape.

Our team is growing and we are looking for a Customer Service Manager to be based in Sao Paulo. As a Customer Service Manager, you would lead our customer service department of B2C business unit. Your goal will be to provide outstanding customer service to our clients by developing effective customer service procedures, implementing customer loyalty programs, and setting customer satisfaction goals.

**Job Duties And Responsibilities**:

- Supervising day-to-day operations in the customer service department, for the B2C Business unit.
- Creation of a New Customer Service department focused on B2C business unit/eWallet.
- Responding to customer service issues in a timely manner.
- Creating effective customer service procedures, policies, and standards.
- Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.
- Implementing an effective customer loyalty program.
- Maintaining accurate records and documenting all customer service activities and discussions.
- Assessing service statistics and preparing detailed reports on your findings.
- Hiring and training new customer service agents.
- Managing the approved budget of the customer service department.
- Staying informed on the latest industry techniques and methods.
- Oversight of the company’s day to day operations.
- Oversight of the fraud and risk management functions including score card development, transactions, monitoring and corrective actions implantation.
- Together with the COO, planning, implementing, monitoring and evaluating all operational procedures to improve efficiency and optimize resources.
- Oversight of the software requirements to support the operational needs.
- Direct involvement in the recruitment, induction and on-going skills development for all direct reports, ensuring we attract and retain the best talent.
- Work together with the rest of Head of the Operations’ departments.
- Undertake formal quarterly performance reviews and 1:1 meeting with direct reports against KPI’s.
- Collaboration on new business implementation.
- Training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.
- Facilitate a culture of open and honest 2-way communication ensuring key messages are cascaded.
- Implement monitoring tools and monthly reports across representative sample of all transaction types and appropriate action taken to correct any shortfall.
- Preparing, analyzing, and presenting data to the COO as part of monthly performance reviews.
- Collaboration budgeted revenue and EBITDA is achieved.
- Monitor all staff comply fully with the security policies and requirements of Pay Retailers, ensuring staff are given an appropriate level of knowledge/awareness to be able to comply with the policies within the context of their role and taking appropriate action when non-compliance is identified.
- Fully comply with the company's Information and Security Policy and Procedures.
- Supervise all Health and Safety issues, ensuring a safe working environment for all staff.

**Experience And Qualifications**:

- Degree in Business Administration/Management or equivalent combination of education and related experience.
- Four (4) or more years of directly related experience including two or more years Team Management experience.
- Three (3) or more years experience managing Customer Service Teams on eWallet business or similar.
- Track record demonstrating successful customer relationship management.
- Proven experience as Head of Operations or relevant role.
- Understanding of the key operational functions in the company.
- Working knowledge of data analysis and performance/operation metrics.
- Working knowledge of IT/Business infrastructure.
- Demonstrated knowledge of contact center operations and Fintech Industry.
- Demonstrated knowledge of technology industry and general business management.
- Availability to travel for business as necessary.

**What We Offer**:

- Competitive salary
- Opportunities to grow within a company in hypergrowth stage
- Private health insurance
- At least one day of home office per week
- Free language classes ‍
- Individual development plans
- Excellent work environment and good collaboration ✌️
- Free coffee/tea, fruits and snacks from the company
- Annually Team buildings