Overview
Are you ready to join an agile, diverse, and global team of innovators in redefining the B2B payment space for startups and SMEs in emerging markets? Tribal Credit is built for companies looking for a better way to pay business expenses and optimize their financial management. We provide modern payment methods like multi-currency physical and virtual business Visa cards and a powerful spend management platform to track and control expenses—all in one seamless interface.
Our founders are serial entrepreneurs who have launched startups both in emerging markets and the U.S. We’re backed by leading international investors, including SoftBank, QED Investors, BECO Capital, Global Ventures, Endeavor Catalyst, Endure Capital, and OTG Ventures . We’re also part of the Visa Fintech Fast Track program among an elite group of fintechs.
This position is 100% remote, based in México, and will report to the Director of Customer Support.
As the Job Title you will...
- Develop and implement quality assurance policies and procedures for the customer service function.
- Conduct regular audits and inspections to ensure compliance with quality standards.
- Identify and address areas for improvement in the customer service function.
- Develop and deliver training programs to customer service representatives, including new hire training and ongoing professional development.
- Assess the effectiveness of training programs and make improvements as necessary.
- Manage and lead a team of customer service representatives.
- Stay up-to-date with industry trends and best practices in customer service and quality assurance.
- Collaborate with other departments, such as product development and marketing, to ensure that customer needs are met.
- Monitor and analyze customer service metrics to identify areas for improvement.
- Collaborate with the leadership team to develop and execute customer service strategy.
- Design and implement quality criterias for the experience offered to Tribal users.
- Develop solid and scalable initiatives to improve NPS.
Who You Are
- 5+ years of experience in customer service and quality assurance.
- 3+ years of experience in team management and leading teams.
- Experience in fintech industry is a plus.
- Strong leadership and management skills.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving skills.
- Ability to work independently and as part of a team.
- Strong organizational and time management skills.
- Fluent in Spanish and English required.
- Agile, flexible, and responsive approach to work.
- Enthusiastic, positive, friendly and a great sense of humor!
Benefits
- 100% employer paid premiums (for team member and family) for healthcare (medical, dental, vision)
- 30 days Aguinaldo
- Phone/Internet Allowance
- Food Vouchers
- Vacation premium
- Unlimited time off and all public holidays
- Allowance for home office equipment
- Highly supportive team culture
- Remote-first (within your country of residence), flexible work environment
- Market-competitive salaries
- Top-notch project management, productivity, and team engagement tools
- A wide range of learning resources, and much more!
Our Values
- We’re captivated by customers: We’re captivated, obsessed, fascinated and engaged with our customer - inside and outside of Tribal. Everything we build is rooted in creating new possibilities for them, challenging what we think is impossible.
- We operate in 3D: Drive. Diagnosis. Data. We execute with drive and urgency. When needed, we diagnose using data and experiments before deciding. We consider second order effects and think things through.
- We progress towards excellence: We hold ourselves and each other accountable to high standards and excellence. We balance perfection with delivery, experimentation and learning.
- We pursue learning and growth: We’re curious and passionate about learning and growing. We question assumptions, seek out information, ask for feedback, acquire new knowledge, and explore new perspectives.
- We’re human-centered as one tribe: We work as one tribe. We collaborate on issues, powered by respectful challenge and feedback. We listen to each other. We’re open to other points of view but commit once a decision is taken, supporting each other wholeheartedly on the path forward.
Equal Employment Opportunity & Privacy Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, gender, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Click here to learn about our Tribal Privacy Policy and #JoinTheTribe
Learn more about Tribal at www.tribal.credit and www.tribal.mx
