Customer Care Supervisor

About the role

The Customer Care Supervisor at Ria Money Transfer leads a team of care representatives, providing coaching and handling escalated situations to ensure high‑quality support for senders and beneficiaries.

Key responsibilities

• Assist agents and customers via telephone and email to resolve questions and complaints.
• Review and correct data from incorrectly processed transactions.
• Maintain communication with correspondent paying agents to resolve issues.
• Collaborate with accounting to reconcile refunds of cancelled transactions.
• Troubleshoot errors before escalation and provide concise data to IT.
• Deliver periodic KPI reports to management and work on performance improvement.

Required profile

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

Required skills

• MS Office
• Internet Explorer

What we offer

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