Supervisor Customer Care

About the role

Ria Money Transfer is seeking a Customer Care Supervisor to lead a team of care representatives. The role involves coaching staff, handling escalations, and ensuring high‑quality support for senders and beneficiaries of money transfers.

Key responsibilities

• Assist agents and customers via telephone and email to resolve questions and complaints.
• Review and correct data of incorrectly processed transactions.
• Maintain communication with correspondent agents in destination countries to resolve issues.
• Collaborate with accounting to reconcile refunds of cancelled transactions.
• Troubleshoot errors, provide concise data to IT when escalating.
• Share best practices to improve procedures and deliver world‑class support.
• Deliver periodic KPI reports to upper management and work on improving low scores.
• Provide coaching, performance feedback, and internal training to team members.

Required profile

• One year of supervisory experience in a call‑center environment.
• Advanced English proficiency.
• Strong customer orientation and communication skills.
• Attention to detail and ability to work flexible schedules.
• University studies preferred but not required.

Required skills

• Good knowledge of MS Office and Internet Explorer.

What we offer

• Life insurance
• Partial medical insurance
• Tuition assistance
• Employee Stock Purchase Plan
• Growth opportunities