Agent Enablement & Vendor Operations Specialist
Job Summary
Job Description
The Agent Enablement & Vendor Operations Specialist supports agent performance, manages vendor relationships, handles complex issues, and optimizes workflows. This role ensures BPO partners meet key performance metrics, agents have proper tools and training, and customer experiences are improved through strategic process enhancements. Responsibilities include monitoring agent performance, facilitating coaching initiatives, handling escalated customer interactions, implementing process improvements, conducting vendor audits and reviews (WBRs, MBRs, QBRs), acting as an escalation layer for high-priority cases, collaborating with CSAT program owners, and working cross-functionally with internal teams. Success requires operational execution, strategic thinking, data analysis, and collaboration.
Must have:
- Vendor management experience
- Customer service enablement knowledge
- BPO operations expertise
- Performance metric analysis
- Process improvement implementation
- Cross-functional collaboration
- Excellent communication skills
Perks:
- Remote-first work environment
- Unlimited PTO
- Recharge days
- Travel discounts
- Weekly UberEats credit
- Annual company offsites
- Generous parental leave
- Flexible return-to-work plan
- Competitive salary & equity
- Great benefits
- Wellness budgets
- Development budgets
9 skills required
Job Details
At Super.com, we’re on a mission to help people save more, earn more, and get more out of life. That goes for both our customers and our team.
For our employees, Super.com is more than just a workplace—it’s an opportunity to grow, make an impact, and unlock your full potential. We invest in learning, celebrate bold ideas, and create pathways for career growth.
We move fast, think big, and always put people first. Your career should be as rewarding as the work you do, and at Super.com, we’re here to make every day Super.
About the role
The Agent Enablement & Vendor Operations Specialist plays a critical role in supporting agent performance, managing vendor relationships, handling complex escalations and issues, and optimizing operational workflows to drive efficiency and service excellence. This role ensures that BPO partners meet key performance metrics, agents are empowered with the right tools, training, and knowledge, and customer experiences are continually improved through strategic process enhancements. You will work across Travel & Fintech verticals, ensuring seamless support across multiple customer interaction channels while providing insights that drive business decisions. Success in this role requires a balance of operational execution, strategic thinking, data analysis, and cross-functional collaboration.
What you’ll be working on:
- Monitor agent performance across BPO partners, ensuring adherence to SLAs, CSAT, and operational KPIs, while serving as a subject matter expert (SME) in operational best practices.
- Facilitate coaching and development initiatives to enhance agent skills, ensuring knowledge retention, upskilling, and improved customer interactions.
- Handle escalated customer interactions as needed, providing advanced troubleshooting and ensuring timely, high-quality resolutions.
- Implement process improvements that increase efficiency, reduce escalations, and improve customer satisfaction through proactive strategies.
- Ensure BPO partners meet contractual SLAs and performance expectations by conducting vendor audits, reviews (WBRs, MBRs, QBRs), and operational evaluations.
- Act as an escalation layer for high-priority cases, analyzing DSAT trends, and working cross-functionally to implement proactive solutions. Collaborate with CSAT program owners to provide valuable insights, support BPOs, and drive process improvements aimed at increasing CSAT.
- Work cross-functionally with internal teams (OKB, Training, and CSAT) to provide BPO feedback, drive process improvements, and enhance agent enablement while ensuring alignment with established knowledge and training frameworks.
- Act as a liaison between BPOs and internal stakeholders, ensuring communication, training support, and process optimization efforts align with business needs.
Who we’re looking for:
- 2+ years of experience in vendor management, customer service enablement, or BPO operations.
- Strong understanding of Fintech, Travel, or SaaS industry trends and customer expectations.
- Experience analyzing performance metrics, QA frameworks, and training effectiveness to drive operational improvements.
- Ability to problem-solve and implement process improvements through cross-functional collaboration.
- Excellent written and verbal communication skills, with the ability to influence and drive change.
We’ve got you covered
- We are remote first: You have the flexibility to work from around the world and the hours that make sense for you– so that you can do your best work while living life on your own terms
- Other perks include: unlimited PTO, recharge days, travel discounts on SuperTravel, Weekly UberEats credit, annual company offsites
- We welcome new family additions with generous parental leave and a flexible return-to-work plan
- Competitive salary packages, equity options, great benefits from day one, wellness budgets, as well as personal and team-level development budgets
- This is just scratching the surface– see our careers site for a more detailed overview of our perks & benefits
We Believe in Equal Opportunity
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Accommodations are available on request for candidates taking part in all aspects of the selection process. If needed, please notify our Talent Acquisition Partner.
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