Customer Support Supervisor

5 days ago

Manila, National Capital Region, Philippines Beforepay Group Full time

100% remote role. Real impact. Help customers thrive in the digital financial world. Join our fintech support squad

About Us

Beforepay Group is a fintech company founded in 2019 with a focus on ethical lending. The company operates two business lines, Carrington Labs and Beforepay, which offers a pay advance product to help customers access their pay on demand to manage short-term cash-flow challenges. We also recently launched a personal loan product that offers larger amounts that are longer in loan durations.

About You

You understand that the Customer is at the heart of what we do. You take pride in your work. You have a high level of empathy and at the same time carry out their work in an efficient manner.

About the Position

The
Customer Support Supervisor

plays a key leadership role in ensuring we deliver exceptional customer experiences across all channels. This position will be the primary contact for escalated customer complaints within Customer Support. 

The ideal candidate should have strong complaint handling skills, deep empathy for customers, and a solid awareness of compliance and regulatory requirements.

What You'll Do

  • Handle escalated cases and complaints promptly, ensuring fair and timely resolution and in accordance with regulatory requirements
  • Supervise and coach a team of customer support agents
  • Oversee customer interactions via chat and email to ensure accurate, empathetic, and compliant responses.
  • Identify recurring issues or pain points and collaborate with internal teams for process improvement.
  • Implement best practices and continuous improvement initiatives to enhance the customer journey.
  • Support new process rollouts, product updates, and compliance changes.
  • Ensure the team adheres to company policies, privacy, and regulatory requirements
  • Monitor daily operations and ensure adherence to service level agreements (SLAs) and quality standards.

What You'll Bring

  • At least 2 years of experience in leadership role, with at least 1 year experience in dispute/ escalations handling
  • Experience in financial services is preferred but not required
  • Strong leadership, communication, and conflict-resolution skills
  • Excellent written and verbal communication skills
  • Flexibility on schedule depending on their business needs
  • Professional work experience in chat and email support is highly regarded
  • Work experience in financial services and regulated environments preferred

Remote Work Requirements

  • a suitable workspace at home
  • a reasonably new computer/laptop - with audio/video functionality for meetings
  • reliable, fast fixed line internet connection (50mbps and above)
  • 5G backup internet is highly desirable

This is a very hands-on job - you may sometimes be asked to help out in answering customers' enquiries and gather customer feedback from time to time.

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