Cx B2B Lead

**About Paysafe**

Are you ready to make an impact? Join our team that is inspired by a unified vision and propelled by passion.

To help us fuel accelerated growth, we are looking for an experienced **CX B2B Lead.**

**This position is in Lima, Perú.**

**MISSION**

**MAIN RESPONSIBILITIES**

1. Continuously monitor the performance of CX Agents and provide timely feedback.

2. Follow up on highly complex cases coordinated with other internal areas or external teams.

3. Identify opportunities for improvement in the operation and lead their implementation.

4. Communicate and/or manage the implementation of new processes and procedures.

5. Lead the documentation of the processes of the team in charge.

6. Prepare reports and support the results of the team in charge.

7. Schedule monthly schedules, vacations, contingencies or shift changes, permits or other administrative tasks.

8. Participate in the definition of internal Projects and Committees.

9. Execute actions to comply with the customer experience standards defined by the Organization at all points of contact with customers.

10. Permanently promote the Service Culture.

11. Provide support actions for the operation of your leader.

**MAIN CHALLENGES**

1. Master the products and services of the SafetyPay and PagoEfectivo brands.

2. Work under pressure and make timely decisions in favor of the Organization and its strategic partners.

3. Monitor the team in an environment of permanent change.

4. Maintain teamwork and manage multiple tasks and requirements.

5. Correctly manage time (high operational load), as well as the Organization's resources.

**PROFILE**

**Education**

Bachelor's degree or degree in Administration, Accounting, Engineering or related careers.

**Specialization**

Specialization Program or Course in Customer Experience/Customer Service.

**Specific Knowledge**

Customer Service Management, Workforce Management, Claims Management and Consumer Protection.

**Tools**

Management of MS Office (intermediate) and management of the Windows Operating System.

Management of software such as Zendesk, Salesforce, others (desirable).

Management of Customer Experience Key Performance Indicators.

**Languages**

Fluent English (mandatory).

**Experience**

03 years leading teams (mandatory).

**Experience in**

Banking, Finance, Retail, Payments, eCommerce Sector.

**We offer in return**:

- The opportunity to write the history of a leading and growing multinational company.
- Tailor-made training and ongoing development to help you enhance your skills in the field of online payments.
- Multiple career progression opportunities in a dynamic in-house business
- Environment where product expertise, professional and personal commitment are rewarded.
- Competitive remuneration and social benefits package
- Fun and collaborative working atmosphere

Our culture values humility, high trust & autonomy, a desire for excellence and meeting commitments, strong team cohesion, a sense of urgency, a desire to learn, pragmatically pushing boundaries, and accomplishing goals that have a direct business impact.

**_Equal Employment Opportunity_**
- Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments, please let us know. We will be happy to help and look forward to hearing from you._