B9 is always looking for top talent. We are searching for candidates to fill future needs within the business. B9 is a young American FinTech that is looking to grow its Mexican operations and is actively looking for talented people to bring new to the company, who are eager to work hard and grow with us in an exciting and dynamic environment. Thank you for your interest in B9 career opportunities.
We’re hiring!
At B9, we have an ideal opportunity for you to be part of our growing family. A Great Place To Work where we look for people who contribute new ideas, and experience a dynamic and growing environment. At B9, we promote an inclusive culture, where we value different perspectives and provide career growth and development opportunities.
We have an exciting opportunity for an exceptional individual to work as a Customer Service Team Lead.
What you’ll do:
- Manage the overall performance of a team of customer service representatives.
- Day-to-day team management in accordance with requirements and SLAs.
- Prompt identification and resolution of issues including implementation of preventative measures.
- Provide high quality agent coaching to ensure proper understanding of products and services, compliance in client’s policies, and delivery of the best customer service.
- Trains new personnel and prepares them to respond to customer questions and complaints.
- Provide exceptional people management, mentorship, and career development to members of your team, achieve low attrition levels and high employee engagement. Drive team to deliver continuous improvement and productivity/quality gains.
- Flag and escalate business risks timely.
- Making sure the operations is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of internal stakeholders and the client.
- Improve operational systems, processes and best practices that guarantee organizational well-being and efficiencies.
- Leverage service quality, growth, and efficiency metric reports to identify areas of opportunity to enhance agent performance and drive achievement of stated goals.
- Perform quality controls and monitor production KPI’s, prepare reports and analyze data for your team.
- Ability to develop and implement strategic processes to increase consistency and promote overall growth of the project.
- Flexible with timings to support operations
- Quality auditing to ensure all processes are followed correctly.
- Assist the queue when busy or when needed.
- Helping trainees by monitoring and helping them to achieve their best performance.
- Work hand to hand with OPS and QA.
Preferred experience:
- College education preferred
- Experience in leading teams in customer support via voice and chat support or a call center environment.
- Advanced customer focus and customer service skills.
- Exceptional training and coaching skills to motivate employees.
- Great verbal and written communication skills.
- Have full understanding of creating and implementing scheduling and task distribution.
- Dynamic leader with experience and passion for managing large and diverse teams across multiple platforms in a fast paced environment, able to deal with rapid change and ambiguity.
- Strategic thinker with strong analytical and problem-solving skills.
- 1+ years of experience in team management.
- 1+ years of people management experience, including managing leaders, and a strong desire to develop team members.
- Passion to create an exceptional experience and provide outstanding customer support.
- Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members.
- Adaptable and energized by a fast-paced environment.
- Good in situational leadership, on the feet thinking.
- Analytically sound, ability to look through data and make learned decisions
- Bachelor’s degree, or equivalent.
- Adequate knowledge of organizational effectiveness and operations management.
- Familiarity with business and financial principles and practices.
- Ability to effectively communicate with all levels of the organization.
- Proven track record of collaborating with cross-functional groups to produce results.
- Microsoft Office, Zendesk, Ring Central is an added advantage.
What we offer:
Competitive salary paid in USD and paid vacations after the year working with us plus bonuses based on team performance.
Salary:
Within training $700, after training $950 and after probation $1100 USD, salary is paid in USD so this relates to the exchange.
**WE DON'T OFFER LAW BENEFITS OTHER THAN PAID VACATIONS AFTER A YEAR OF WORKING WITH US AND SOME SICK LEAVES COVERED**
Why B9?
Have a highly competitive benefits and salary package. Get the opportunity to work for a leading company. We are committed to respecting human rights and build a better future by helping your minds and the environment We invest in people and their wellbeing. We create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered. At B9 we believe than our culture make us stronger!
Become a part of the B9 family, join us now!
Job Type: Full-time
Pay: $13,000.00 - $20,000.00 per month
Experience:
- Team Leader: 1 year (Required)
Language:
- Spanish (Required)
- English (Required)
Work Location: Remote
