Supervisor Customer Care (Santiago de Querétaro)

Description Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable general money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience. With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.

We believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. One customer, one family, one community at a time.

About This Role

The care supervisor will build a strong team and shape staff behaviors to accomplish desired results. You will play a collaborative role in growing and implementing standards and processes. You will deliver reports and constant communication.

To ensure success you need to employ prudence and tact in interacting with others and be focused on customer and staff retention. Preferred candidates are able to perform to a high level of accuracy, and are meticulous and organized.

Roles & Responsibilities

• Lead, coach, and develop a team of customer care representatives to achieve performance metrics, quality standards, and service-level goals.
• Monitor daily team performance through dashboards, reports, and quality evaluations, ensuring adherence to processes and KPIs.
• Conduct regular 1:1s, coaching sessions, performance reviews, and provide ongoing feedback to support employee growth and retention.
• Manage escalations by providing guidance, resolving complex customer issues, and ensuring a positive customer experience.
• Analyze trends in call drivers, customer feedback, and operational gaps to recommend and implement process improvements.
• Collaborate with cross‑functional teams such as Training, QA, Workforce Management, and Operations to support business goals.
• Ensure compliance with company policies, procedures, and regulatory requirements across all customer interactions.
• Prepare and deliver performance reports, team updates, and business insights to management on a recurring basis.
• Oversee schedule adherence, attendance, and productivity to maintain adequate coverage and operational efficiency.
• Support onboarding of new hires, reinforcing culture, service expectations, and department standards.

Position Requirements

• High school diploma or equivalent. More education or experience may be preferred.
• Proven experience in customer service roles, including prior leadership or supervisory experience in a contact center environment.
• Strong leadership, coaching, and team‑building skills with the ability to motivate and guide a diverse workforce.
• Excellent verbal and written communication skills, including the ability to handle escalations and deliver feedback effectively.
• Solid understanding of customer care operations, KPIs, quality standards, and performance management practices.
• Proficiency in CRM tools, ticketing systems, reporting dashboards, and general computer applications.
• Strong analytical and decision‑making skills with the ability to identify trends and implement action plans.
• Highly organized, detail‑oriented, and able to manage multiple priorities in a fast‑paced environment.
• Ability to navigate change, show adaptability, and drive continuous improvement.
• Schedule flexibility to support operational needs.
• Fluency in multiple languages is a plus..

Perks & Benefits

• Competitive salary
• 1 month of Aguinaldo (Christmas bonus)
• 15 days’ vacation
• Life insurance
• Food vouchers
• Work-life Balance
• Growth Opportunities

Ria Money Transfer is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Check out our website to learn more about the company at:

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 does not restrict the Company’s right to assign or reassign duties and responsibilities to this job as needed.