Offer summary

Qualifications:

2+ years of experience in vendor management, customer service enablement, or BPO operations., Strong understanding of Fintech, Travel, or SaaS industry trends and customer expectations., Excellent written and verbal communication skills, with the ability to influence and drive change., Experience analyzing performance metrics and implementing process improvements..

Key responsabilities:

Monitor agent performance across BPO partners and ensure adherence to SLAs and operational KPIs.

Facilitate coaching and development initiatives to enhance agent skills and improve customer interactions.

Handle escalated customer interactions and provide advanced troubleshooting for timely resolutions.

Implement process improvements to increase efficiency and customer satisfaction through proactive strategies.

Job description

At Super.com, we’re on a mission to help people save more, earn more, and get more out of life. That goes for both our customers and our team.

For our employees, Super.com is more than just a workplace—it’s an opportunity to grow, make an impact, and unlock your full potential. We invest in learning, celebrate bold ideas, and create pathways for career growth.

We move fast, think big, and always put people first. Your career should be as rewarding as the work you do, and at Super.com, we’re here to make every day Super.

About the role

The Agent Enablement & Vendor Operations Specialist plays a critical role in supporting agent performance, managing vendor relationships, handling complex escalations and issues, and optimizing operational workflows to drive efficiency and service excellence. This role ensures that BPO partners meet key performance metrics, agents are empowered with the right tools, training, and knowledge, and customer experiences are continually improved through strategic process enhancements. You will work across Travel & Fintech verticals, ensuring seamless support across multiple customer interaction channels while providing insights that drive business decisions. Success in this role requires a balance of operational execution, strategic thinking, data analysis, and cross-functional collaboration.

What you’ll be working on:

Monitor agent performance across BPO partners, ensuring adherence to SLAs, CSAT, and operational KPIs, while serving as a subject matter expert (SME) in operational best practices.

Facilitate coaching and development initiatives to enhance agent skills, ensuring knowledge retention, upskilling, and improved customer interactions.

Handle escalated customer interactions as needed, providing advanced troubleshooting and ensuring timely, high-quality resolutions.

Implement process improvements that increase efficiency, reduce escalations, and improve customer satisfaction through proactive strategies.

Ensure BPO partners meet contractual SLAs and performance expectations by conducting vendor audits, reviews (WBRs, MBRs, QBRs), and operational evaluations.

Act as an escalation layer for high-priority cases, analyzing DSAT trends, and working cross-functionally to implement proactive solutions. Collaborate with CSAT program owners to provide valuable insights, support BPOs, and drive process improvements aimed at increasing CSAT.

Work cross-functionally with internal teams (OKB, Training, and CSAT) to provide BPO feedback, drive process improvements, and enhance agent enablement while ensuring alignment with established knowledge and training frameworks.

Act as a liaison between BPOs and internal stakeholders, ensuring communication, training support, and process optimization efforts align with business needs.

Who we’re looking for:

2+ years of experience in vendor management, customer service enablement, or BPO operations.

Strong understanding of Fintech, Travel, or SaaS industry trends and customer expectations.

Experience analyzing performance metrics, QA frameworks, and training effectiveness to drive operational improvements.

Ability to problem-solve and implement process improvements through cross-functional collaboration.

Excellent written and verbal communication skills, with the ability to influence and drive change.

Bonus points for:

Experience handling escalations & improving DSAT drivers.

Familiarity with knowledge management tools (e.g., Notion, Gladly, or Zendesk).

Understanding of BPO contracts, SLAs, and vendor performance management best practices.

Background in process improvement methodologies such as Lean Six Sigma.

We’ve got you covered

- We are remote first: You have the flexibility to work from around the world and the hours that make sense for you– so that you can do your best work while living life on your own terms

- Other perks include: unlimited PTO, recharge days, travel discounts on SuperTravel, Weekly UberEats credit, annual company offsites

- We welcome new family additions with generous parental leave and a flexible return-to-work plan

- Competitive salary packages, equity options, great benefits from day one, wellness budgets, as well as personal and team-level development budgets

- This is just scratching the surface– see our careers site for a more detailed overview of our perks & benefits

We Believe in Equal Opportunity

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Accommodations are available on request for candidates taking part in all aspects of the selection process. If needed, please notify our Talent Acquisition Partner.

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