Xe Care Supervisor
Location: Santiago de Querétaro, QUE, Mexico
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Description
At Xe, we live currencies. We provide a comprehensive range of currency services and products, including our Currency Converter, Market Analysis, Currency Data API and quick, easy, secure Money Transfers for individuals and businesses. We leverage technology to deliver these services through our website, mobile app and by phone. Last year, we helped over 300 million people access information about the currencies that matter to them and over 225,000 people used us to send money overseas.
ABOUT THIS ROLE
As a Supervisor in Customer Care, your role will be to lead a regional team of customer service agents, ensuring excellent service delivery across all contact channels. You will be responsible for monitoring team performance, providing coaching, managing escalations, and identifying opportunities for operational improvements to drive both individual and team growth while maintaining our customer-first approach.
Our principles
- AMBITION - We dream big, try things out and always ask “why not?” and “what if?” We’re ambitious in our thinking and our delivery.
- RESPONSIBILITY - We get involved, bring our perspective and are always open to new ideas. We take personal responsibility.
- COMMUNITY - We value a sense of belonging, trusting each other and encouraging authenticity. We contribute to our community.
ROLES & RESPONSIBILITIES
- Supervise, support, and develop a high-performing customer care team across the North American team.
- Monitor team performance through key metrics and provide consistent and constructive feedback through coaching sessions to drive agent growth and accountability.
- Manage complex escalations and ensure timely, effective resolution of customer concerns in line with company policies.
- Identify trends or process gaps and propose actionable solutions to improve efficiency, customer satisfaction, and service consistency.
- Collaborate with peers and other departments to implement initiatives and ensure alignment across global operations.
- Promote a positive and inclusive team environment by fostering open communication, professional development, and mutual respect.
- Ensure all team members have the tools, resources, and support needed to perform their roles effectively.
- Assist in workforce planning, including scheduling, coverage, and supporting business continuity.
- Uphold and promote Xe’s core values in all interactions and decisions, leading by example
POSITION REQUIREMENTS
- Experience in a supervisory or team lead role in a customer service environment, ideally in the financial services.
- Experience handling escalated customer issues with empathy, efficiency, and professionalism.
- Strong understanding of customer service metrics and how to influence them positively.
- Proficiency with CRM platforms, contact center tools, and data reporting dashboards.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced, dynamic environment.
- Excellent communication skills in English (verbal and written).
- Strong analytical thinking, adaptability, and proactive problem-solving capabilities.
- A people-first leadership style with the ability to motivate, inspire, and set a clear direction for the team.
- Willingness to work flexible hours when needed to support team operations or business needs.
PERKS & BENEFITS
- Competitive salary
- 1 month of Aguinaldo (Christmas bonus)
- 15 days’ vacation
- Life insurance
- Food vouchers
- Work-life Balance
- Growth Opportunities
We want Xe to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organization that encourages diversity in all respects.
At Xe we are committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on [email protected]
The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company’s right to assign or reassign duties and responsibilities to this job as needed.
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