D2C Bilingual Support Supervisor

The BR D2C Support Supervisor is responsible for leading and optimizing PayJoy's Direct-to-Consumer (D2C) customer support and telesales operations in Brazil. This role is accountable for delivering an outstanding customer experience while maximizing commercial performance through chat and voice channels.

The position oversees the day-to-day operation of local BPO partners, ensuring high service quality, operational efficiency, customer satisfaction, and conversion performance. Working closely with Marketing, QA, Training, and Product teams.

The ideal candidate combines strong people leadership, operational excellence, improves customer journeys and a commercial mindset, with proven experience managing e-commerce or telesales operations in fast-paced environments.

D2C Operational Supervision

• Lead the day-to-day D2C Support operation for Brazil, ensuring achievement of conversion, quality, productivity, and customer satisfaction targets.

• Manage the relationship with local BPO partners, ensuring operational excellence, accountability, and continuous performance improvement.
  
  

Sales and Customer Experience

• Drive chat and telesales performance by optimizing customer interactions throughout the financing journey.

• Continuously improve conversation flows, sales scripts, objection handling, and customer engagement strategies.

• Identify opportunities to increase conversion rates while maintaining a high-quality customer experience.
  
  

Performance Management

• Monitor key operational KPIs, including:

• Conversion Rate

• Average Handling Time

• First Response Time

• Productivity

• Quality Scores

• Sales Performance

• Develop action plans and follow up with BPO leadership to ensure execution and measurable results.
  
  

Cross-Functional Collaboration

• Partner with Commercial, Merchant Operations, Product, QA, Training, and Sales Enablement teams to improve customer experience and operational efficiency.

• Provide customer insights and operational feedback to support product enhancements and commercial initiatives.

• Support the rollout of new processes, tools, and business initiatives within Brazil.

Operational Excellence

• Manage escalations and operational incidents, ensuring timely resolution and minimal customer impact.

• Ensure compliance with internal policies, operational procedures, and customer communication standards.

• Continuously identify opportunities to simplify processes and improve operational efficiency.

• Experience working with fast-growing companies (mandatory).
  
  

• 3–5 years of experience leading Customer Support, Customer Success, Contact Center, Telesales, or E-commerce operations.
  
  

• At least 1 year of experience managing outsourced (BPO) operations and frontline teams.
  
  

• Strong background in chat-based customer support, digital sales, telesales, or e-commerce customer operations.

• Advanced knowledge of customer support platforms (especially Zendesk) and CRM tools.
  
  

• Strong analytical skills with proficiency in Excel and performance dashboards.

• Advanced English or Spanish - written and verbal (direct contact with manager, and able to collaborate with global stakeholders).