Customer Service Supervisor

About the company:

Ouro is a global, vertically-integrated financial services and technology company dedicated to the delivery of innovative financial empowerment solutions to consumers worldwide. Ouro’s financial products and services span prepaid, debit, cross-border payments, and loyalty solutions for consumers and enterprise partners.

Ouro's flagship product Netspend provides prepaid and debit account solutions that connect customers with secure, convenient access to global payment networks so they can manage their money and make everyday purchases. With a nationwide U.S. retail network, customers can purchase and reload Netspend products at 130,000 reload points and over 100,000 distributing locations.

Since Ouro's founding in 1999 by industry pioneers Roy and Bertrand Sosa, Ouro products have processed billions of dollars in transaction volume and served millions of customers worldwide. The company is headquartered in Austin, Texas with regional offices around the world. Learn more at www.ouro.com.

The role: 

We are seeking a dynamic and highly versatile Customer Service Supervisor to lead our team. The ideal candidate will be either pursuing a college degree or holds a Bachelor's degree, or has equivalent experience of 5 years or more in a customer service environment. You will be responsible for overseeing various facets of our customer service department, ensuring that our team delivers exceptional service to our clients while innovating our current processes. Your ability to multitask and adapt to changing responsibilities will be a key aspect in driving the success of our team.

What You’ll Do: 

Leadership and Staff Development

• Lead a team of customer service representatives, fostering a collaborative and inclusive working environment.

• Develop training programs and initiatives to enhance team skill sets and performance.

• Conduct regular performance evaluations, providing feedback and guidance to team members.

Customer Service Excellence

• Ensure the delivery of high-quality customer service, exceeding client expectations and fostering long-term relationships.

• Resolve complex customer issues, working closely with other departments to find solutions.

• Develop and implement strategies to improve customer satisfaction and loyalty.

Operational Efficiency

• Streamline current processes and procedures to enhance operational efficiency.

• Collaborate with the innovation team to implement new technologies and strategies to improve the customer service experience.

• Monitor and analyze customer service metrics to identify areas for improvement and develop strategies to address them.

Project Management

• Oversee various projects within the customer service department, ensuring timely and successful completion.

• Collaborate with different departments to develop and implement cross-functional projects.

Experience We’re Looking For: 

• Bachelor's degree and/or equivalent experience of 5 years or more in the customer service sector.

• Proven experience in leading and developing a team.

• Exceptional communication and interpersonal skills.

• Ability to multitask and adapt to changing responsibilities.

• Strong analytical and problem-solving skills.

• Proficiency in using customer service software and CRM systems.

• Bilingual in Spanish/English