Customer Operations Manager

About Us

Félix is a chat-based platform that enables Latinos in the US to send money home, pioneering remittance services via WhatsApp. We combine Blockchain and Artificial Intelligence to disrupt how remittances are done today and build the future of cross-border payments.

By joining Felix you will be part of the most innovative company in the cross-border payment industry. We recently received investment from top VCs from Silicon Valley, Europe, and Latam, as well as we won Blockchain and AI innovation and application awards at the Wharton Business School. You will be joining the journey to build the financial platform and become the companion for all Latinos in the United States!

About The Role

We are now looking for an experienced Customer Operations Manager who will be in direct contact with our users, and you will be responsible for the smooth performance of cross-border transactions, providing support, and ensuring that Félix is delivering experiences in line with our standards. As a member of our team, you will have the unique opportunity to make your mark on the core of our operations. You will be responsible for ensuring top-quality customer support by monitoring and maintaining key performance indicators (KPIs) such as Customer Satisfaction (CSAT), First Response Time (FRT), and Quality Assurance (QA) standards. This role requires availability to support a 24/7 operation, ensuring that the customer support team is fully supported at all times.

Responsibilities

• Provide support to the Head of Operations
• KPI management
• Daily operations oversight
• Develop improvement plans with supervisors to address areas where KPIs may be below targets and implement corrective actions to optimize team performance
• Collaborate with Supervisors and the Coaching team to develop agents' skills, improve performance, and foster a culture of continuous improvement
• Supervise and guide Supervisors who oversee the daily activities of Support Agents, providing them with tools and training to lead effectively.
• Prepare and present regular reports on KPI performance, team productivity, and improvement initiatives to the Operations Lead
• Communicate effectively across teams to ensure alignment on expectations, objectives, and operational updates
• Be accessible to handle escalations, urgent issues, or unexpected operational needs as they arise
• Ensure coverage and availability across shifts, providing consistent support for Supervisors and Support Agents to maintain high service levels every day of the week
• Use data insights and feedback to proactively adjust strategies, refine processes, and introduce best practices
  
  

Requirements

• Education: Graduate from any Business Major or Industrial Engineering
• Fluent in English (oral & written)
• Have basic knowledge or experience in the remittance industry
• Experience with G Suite products
• 2+ years of experience managing a big team
• Strong analytical and quantitative skills
• Good communication skills
• Friendly and outgoing personality
• Willingness to learn and adapt to various schedules
• Able to adapt to a fast-paced environment
  
  

What We Offer

• Competitive salary
• Initial stock options grant
• Annual performance bonus
• Health, dental, and vision plans
• Fully remote work environment
• Continuous learning opportunities
• Unlimited PTO
• Paid parental leave
• Empowering opportunities for growth in a dynamic entrepreneurial environment
  
  

Equal Opportunity Employer

At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.

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