Customer Experience Team Leader

Customer Experience TL

Ouro is a global, vertically-integrated financial services and technology company dedicated to the delivery of innovative financial empowerment solutions to consumers worldwide. Ouro’s financial products and services span bespoke prepaid, debit, cross-border payments, and loyalty solutions for consumers and enterprise partners.

Ouro's flagship product Netspend provides prepaid and debit account solutions that connect customers with secure, convenient access to global payment networks so they can manage their money and make everyday purchases. With a nationwide U.S. retail network, customers can purchase and reload Netspend products at 130,000 reload points and over 100,000 distributing locations.

Since Ouro's founding in 1999 by industry pioneers Roy and Bertrand Sosa, Ouro products have processed billions of dollars in transaction volume and served millions of customers worldwide. The company is headquartered in Austin, Texas with regional offices around the world. Learn more at

The CX Team Lead will be responsible for managing all activities related to customer service. This includes team management, problem solving, process improvement, and ensuring customer satisfaction. The ideal candidate must have excellent communication skills and the ability to solve problems effectively.

As a CX Team Lead, your responsibilities will be:

1. Manage an assigned customer support team through different channels: ticketing, phone, chatbot, among others.
2. Ensure exceptional and satisfactory customer service by identifying training needs.
3. Develop and maintain customer service standards.
4. Drive and prioritize volumes of interactions.
5. Continually evaluate and monitor the team of assigned agents.
6. Collaborate with other departments to improve the customer experience.
7. Identify areas of improvement in customer service processes and propose solutions.
8. Coach and train staff in customer service skills.
9. Prepare and feed reports and analysis on metrics.
10. Keep up to date on company policies and procedures.

Required Skills:

1. Previous demonstrable experience of at least 3 years coordinating customer service teams or similar roles.
2. High-level academic knowledge (high school education, FP or higher).
3. Essential to have knowledge of customer relationship management software (CRM) and proficiency in MS Office.
4. Knowledge of Zendesk, Avaya Cloud, Jira, or similar is a plus.
5. It's a plus to have experience in banking or financial products or to have worked in outsourcing companies.
6. Excellent verbal and written communication skills.
7. Ability to work in challenging situations and handle complex scenarios.
8. Analytical skills, with goal-oriented experience.
9. Ability to work independently and as part of a team.
10. Fluent/Native in Spanish and at least B2 in English.

What we offer:

• Immediate incorporation with an indefinite contract.
• Competitive salary.
• Work hours from 9:00 AM to 6:00 PM from Monday to Friday. Flexibility to accommodate service needs, including weekends and holidays if necessary, is required.
• Remote Work: We have a hybrid work-from-home policy.
• Culture: where the opinion of ALL the team is carefully listened to.
• Flexible remuneration: Decide how you want to distribute your salary with products or services getting even better prices, choose between: transportation, childcare, medical insurance, restaurant card, and much more!
• Premium Vacations: You won't be denied vacation time for exceeding the legal limit. You can always take them as long as you coordinate with your team and as long as the needs of the service are covered.