Supervisor, Customer Care (Merchant, Portuguese/Spanish)

This job leads a team, reviewing and coaching performance, quality, behavior, and attendance at individual and team levels. You will drive change, support transitions, and empower teammates to deliver great customer experiences. Your role includes career coaching, setting clear goals, and achieving KPIs. You will also oversee hiring, onboarding, talent movement, and training while leading 1:1 coaching and team learning activities.

Must Have

• Coach and develop teammates through regular feedback, career guidance, and performance evaluations to maximize their potential.
• Set clear goals, monitor key metrics, and drive team performance to exceed organizational KPIs and customer expectations.
• Lead 1:1 coaching, team learning sessions, and stand-ups, tailoring development to individual and team needs.
• Champion change, support teammates through transitions, and cultivate a resilient, high-performing team culture.
• Ensure quality, compliance, and operational excellence by conducting case, email, and phone interaction reviews each month.
• Actively participate in hiring, onboarding, internal talent movement, and identifying and addressing training needs.
• Empower teammates to make informed decisions and create outstanding customer experiences within established guidelines.
• 4 years of relevant work experience
• Proficient in Portuguese
• Proficient in Spanish
• Good communication skills in English

Perks & Benefits

• Flexible work environment
• Employee shares options
• Health insurance
• Life insurance

Essential Responsibilities:

• Coach and develop teammates through regular feedback, career guidance, and performance evaluations to maximize their potential.
• Set clear goals, monitor key metrics, and drive team performance to exceed organizational KPIs and customer expectations.
• Lead 1:1 coaching, team learning sessions, and stand-ups, tailoring development to individual and team needs.
• Champion change, support teammates through transitions, and cultivate a resilient, high-performing team culture.
• Ensure quality, compliance, and operational excellence by conducting case, email, and phone interaction reviews each month.
• Actively participate in hiring, onboarding, internal talent movement, and identifying and addressing training needs.
• Empower teammates to make informed decisions and create outstanding customer experiences within established guidelines.

Expected Qualifications:

• 4 years of relevant work experience

Additional Responsibilities & Preferred Qualifications:

Highly important requirement on language capability:

Proficient in Portuguese and Spanish and has good comms skills in English as well.