Colombia Customer Support Team Lead at Sezzle

Bogotá, Bogota, Colombia

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, RetailIndustries

Requirements

Previous experience in a customer support leadership role in a fast-paced environment
Excellent communication and interpersonal skills, with fluency in written and spoken English and Spanish
Proven ability to manage multiple tasks effectively and prioritize team objectives
Strong problem-solving skills and a passion for delivering exceptional customer experiences
Bachelor's degree or equivalent experience in a related field
Familiarity with Zendesk, LiveAgent, or Jira is a plus
Relentlessly high standards, continually raising the bar and driving results
Not bound by convention, developing new ways to do things
Need for action, valuing speed, calculated risk-taking, and reversible decisions
Earn trust by listening attentively, speaking candidly, and treating others respectfully
Have backbone: disagree then commit, with conviction and tenacity
Deliver results by focusing on key inputs with quality and timeliness, rising to occasions despite setbacks

Responsibilities

Lead a team of customer support specialists, providing guidance and support to ensure exceptional service delivery
Assist in building and developing the customer support team by participating in recruitment efforts and conducting interviews for customer service agents
Oversee the resolution of customer inquiries through various channels
Foster a culture of empathy and excellence within the team, encouraging them to go above and beyond to ensure customer success
Collaborate with other teams to gather insights and feedback, driving continuous improvement in Sezzle's products and services
Act as a liaison between the Colombia customer support team and global leadership, communicating team performance and contributing to strategic decision-making

Skills

Customer Support

Team Leadership

Problem Resolution

Communication

Recruitment

Interviews

Empathy

Sezzle

Buy now, pay later payment solutions

About Sezzle

Sezzle operates in the buy now, pay later (BNPL) market, allowing consumers to purchase products and split the cost into four interest-free payments. This service is designed to help younger consumers manage their finances by providing flexible payment options. For merchants, Sezzle offers a payment solution that can increase sales and reduce cart abandonment rates. The company generates revenue primarily through fees charged to merchants for processing transactions, which are justified by the increased customer acquisition and sales that merchants experience. Sezzle is committed to creating a positive societal impact as a Public Benefits Corporation and a Certified B Corp. With 3.4 million active consumers and nearly 47,000 active merchants, Sezzle has reported significant growth, with $1.8 billion in underlying merchant sales in the past year. The goal of Sezzle is to empower the next generation financially while facilitating transactions between consumers and merchants.

Minneapolis, MinnesotaHeadquarters

2016Year Founded

$201MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

201-500Employees

Benefits

Comprehensive Benefit Plans

Generous Parental & Family Leave

Competitive 401k Match

Paid Time Off & Volunteer Time Off

Ownership Through Equity

100% of Donations to Charity Matched

Work from Home Stipend

Highly Discounted Fitness Membership

Risks

Increased regulatory scrutiny on BNPL could impact Sezzle's operations and growth.

Edelson Lechtzin LLP's investigation may lead to legal challenges for Sezzle.

Staples' partnership with Klarna intensifies competition in the BNPL market.

Differentiation

Sezzle is a Certified B Corp, emphasizing social impact alongside business goals.

The company offers interest-free payment plans, appealing to younger, budget-conscious consumers.

Sezzle's platform reduces cart abandonment, benefiting merchants with increased sales.

Upsides

Sezzle's partnership with Bealls Inc. expands its reach across 650+ stores.

The BNPL market is growing, with over 20% of consumers using BNPL in 2022.

Fintech IPO Index's 64% return indicates a favorable investment climate for Sezzle.

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