АргентинаCustomer Experience Manager, Contractor Management
6 дн. назад
АргентинаHybrid
Manage customer experience focusing on contractor management within a global financial platform.
О компании
- Founded in 2005, is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy. We’re a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories.
- By taking the complexity out of the financial workflows–including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence–we give businesses the tools they need to work efficiently worldwide and grow with confidence.
- Back in August 2024, acquired Skuad. Skuad's expertise helps businesses in over 160 countries navigate complex challenges such as international payroll, remote onboarding, and regulatory compliance. This acquisition reinforces 's mission and solidifies Skuad's role as a trusted partner for global workforce management (WFM).
- This role will be part of our WFM business unit.
Требования
- 5–6 years in Customer Experience, Customer Success or Account Management, ideally in contractor management, B2B SaaS payments or workforce platforms.
- Hands-on experience in a payments company or payments operations team.
- Strong knowledge of LATAM payment rails and methods, such as PIX, SPEI, CBU/CVU transfers, PSE and local wallets, alongside ACH and wire.
- Working knowledge of cross-border contractor payments: FX, correspondent banking, KYC/AML, settlement timelines and common causes of delays or failures.
- Understanding of FX volatility and currency controls in markets like Argentina, and how they affect contractor payouts.
- Solid grasp of contractor management: contractor agreements, invoicing, tax documentation and misclassification risk.
- Calm, structured approach to escalations, with a strong sense of ownership.
- Strong cross-functional collaboration with Payments, Finance, Product and Engineering.
- Fluent in Spanish and English. Portuguese is a strong plus.
- Comfortable working across Americas time zones, with some overlap with global teams.
Другое
- Embark on a journey to redefine B2B customer delight! We’re on the lookout for passionate individuals as Customer Champions who will orchestrate a symphony of satisfaction, turning each client interaction into a masterpiece of excellence. If you’re excited about crafting unforgettable experiences, let’s drive the future of customer enchantment together!
- Own the end-to-end experience for Contractor Management (CMS) clients across Latin America.
- Map and improve the CMS journey, from client setup to contractor onboarding to first payment to recurring payouts, and remove friction at each stage.
- Be the trusted contact for client , Finance and Operations teams managing contractors on the platform.
- Contractor Onboarding & Payments
- Lead contractor onboarding from setup and documentation, including contractor agreements and local tax IDs such as CUIT, RFC, CPF/CNPJ and NIT, through first payment.
- Coordinate with Payments and Finance on contractor invoicing and payouts against due dates, and flag risks to clients early.
- Act as the single point of contact for contractor payment issues, owning investigations, resolutions and status updates.
- Guide clients and contractors through local payout methods and FX considerations across Argentina, Brazil, Mexico, Colombia, Chile and the wider region.
- Own CMS escalations from intake to resolution, with clear ownership and timely updates.
- Partner with Product and Engineering to triage CMS platform issues, and communicate fixes back to clients.
- Spot recurring contractor onboarding and payout issues, and drive root-cause fixes with internal teams.
- Track and improve CSAT, NPS, first-response and resolution times, contractor time-to-first-payment and payout success rate.
- Gather client and contractor feedback and turn it into CMS product and process improvements.
- Build CMS help content, playbooks and FAQs in Spanish and Portuguese for clients and contractors.
- Monitor CMS account health and flag churn risk early.
- Work with Account Management on renewals and on growing contractor volume and country coverage within CMS.
- #LI-Hybrid
- Learning what they need and creating what will help them go further.
- Being fearlessly accountable in everything we do.
- Always striving for a higher standard than our last.
- Build each other up Helping each other grow, as professionals and people.
- If this sounds like a business, a community, and a mission you want to be part of, apply today.