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 experience within the BPO industry in fintech companies (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
Skills Required
- At least 2 years of experience in a supervisory or equivalent role
- Team leadership and development experience within the BPO industry
- Experience in banks or financial institutions within a BPO environment
- Advanced English proficiency, written and verbal
- Hands-on customer support experience
- Experience with payment processing systems, workflows, and payment rails, including SWIFT, ACH, and real-time systems
- Knowledge of banking terms and language
- Intermediate SQL proficiency for running and lightly modifying queries
- Strong understanding of customer service principles and best practices
- Advanced Microsoft Excel or Google Sheets skills
- Experience managing multi-channel communication
- Experience with project management and process improvement
- Ability to identify and proactively manage risks and investigate issues urgently
- Strong interpersonal skills, empathy, and work ethic
- Experience with enterprise ticketing platforms such as Jira
What We Do
Horatio is a tech-enabled customer support outsourcing firm providing customer experience services, including customer service, back office support, and tech support, to help brands scale without compromising quality.
