Customer Support Supervisor – Lead a High‑Performing Team

About the role

Félix is looking for a Customer Support Supervisor to lead a team of 10–15 specialists in delivering fast, reliable assistance to users of its AI‑powered WhatsApp remittance bot. You will shape the support function, drive continuous improvement, and ensure a world‑class experience for thousands of customers.

Key responsibilities

• Lead, coach, and inspire a team of 10–15 Customer Support Specialists.
• Monitor and analyze support metrics, identify trends, and implement data‑driven improvements.
• Detect operational bottlenecks and design solutions to increase efficiency and scalability.
• Collaborate with Product, Engineering, and Operations to optimize processes and customer journeys.
• Foster a culture of continuous learning, accountability, and feedback.
• Handle escalations and provide hands‑on support during peak periods.

Required profile

• Passion for building high‑performing support teams.
• Proven experience leading customer support or call‑center teams.
• Strong analytical mindset with ability to turn metrics into actionable insights.
• Strategic problem‑solver who can work cross‑functionally.
• Hands‑on attitude, ready to step in when needed.

Required skills

What we offer

• Opportunity to impact a mission‑driven fintech serving an underserved community.
• Fast‑paced, hyper‑growth environment backed by top‑tier investors.
• Collaborative culture that values transparency and experimentation.