.At Aplazo, our mission is to empower financial access, opportunity and freedom, by connecting people and businesses in Latin America, through fair, simple, and transparent financial solutions.
We are looking for a Jr Operations Manager - Customer Support to help us get there.Technology @ Aplazo also has a vision to be the most beloved and innovative tech organization in Latin America, so we are looking for technologists who are excited to be at the forefront of financial innovation and inclusion.To be successful, you are expected to set a strong tone of leadership, team collaboration, attention to detail, and dedication to quality.
You should be self-motivated, proactive, excel at communication, empathetic, and driven to achieve.
You also need to exude strong teamwork and collaboration skills, including the ability to mentor and be mentored.Role's MissionThis position sits within the Customer Support team, a team focused on building extraordinary and scalable experiences through data analysis, process improvement and product advocacy to make our users and merchants LOVE US!The role's mission is to drive a positive impact on customer experience by implementing effective support strategies, leading cross-functional initiatives, while maintaining high standards of operational excellence.We are looking for a methodical yet innovative problem solver who excels at translating analysis into practical strategies within an environment characterized by uncertainty and rapidity.
Here, change is always happening, and we're looking for someone who approaches this constantly shifting situation with strong enthusiasm.Key ResponsibilitiesProcess Enhancement: Identify opportunities to streamline and improve support processes.Stakeholder Management: Lead cross-functional initiatives with Product, Risk & Fraud and Sales Teams to implement changes that enhance customer satisfaction and operational efficiency.Product-Support Liaison: Act as a bridge between the Support and Product teams, working to integrate user-focused insights into the product development process and ensuring a smooth collaboration between the two teams.Data Analysis: Analyze customer data to identify opportunities and areas for improvement.
Proactively suggest preventive measures to minimize challenges and enhance experience.Team Management: Oversee and lead the live orders support team, ensuring timely and effective resolution of customer queries.
Implement strategies to enhance the quality of interactions, including monitoring response times, ensuring consistency in messaging, and providing ongoing training to support agents.Incident Management: Set up a system that automatically reports any product or engineering issues that could affect users during the sign-up or purchase process.
Collaborate with stakeholders to keep them informed about incidents, enabling them to address issues and provide guidance to agents on how to resolve these issues efficiently