Inbound Customer Support Team Lead

Papara has been on a mission to create the best financial experience for its users. With over 20 million users, we are a leading fintech company based in Turkey. We provide fast, simple, affordable, and fun financial services. In short, we are the future of banking and finance.

We use design and technology to give our users the financial experience they deserve. Since we succeed nationally, we are now on a mission to bring our expertise to the global scale to make millions of transactions every day.

Papara offers you an opportunity to use the latest technologies to build scalable, high-performing financial services by using the latest technologies. You will work in a fast-paced environment and be part of a team that constantly develops and renews itself.

If you share that passion and believe in our mission, come and join us!

Who Are We Looking For?

- Minimum bachelor's degree,

- Experienced in team management,

- At least 1 year of experience in similar roles,

- Knowledgeable about call center dynamics and metrics,

- Proficient in MS programs,

- Strong analytical thinking skills,

- Residing in Istanbul,

- Preferably experienced in the finance sector,

- We are looking for team members who meet these qualifications!

What You Will Do?

- Achieve the given performance targets,

- Provide feedback and training to advisors through random listening sessions,

- Develop action plans and roadmaps based on identified issues,

- Conduct and report on efficiency, quality, and performance analyses related to business processes,

- Maintain team motivation and develop methods to enhance it,

- Monitor weekly and monthly shifts,

- Track operational KPIs,

- Provide coaching to the team to help them reach their goals, set targets, monitor personal development, and take action on areas for improvement,

- Conduct needs-based analysis and report findings to management,

- Develop processes to continuously improve operations.

How We Run?

• Excellent communication skills, sense of urgency, accountability, and ownership,
• Strong problem-solving and analytical skills,
• Strong collaboration skills, responsive to project needs and demands in a fast-changing environment,
• Passion for learning and continuous improvement,
• Ability to work in a team environment as a reliable, responsible, and self-motivated team player,
• The first seat in every meeting and interaction always belongs to the user.
• Take ownership of every issue we are a stakeholder in and look at events beyond our responsibilities.
• As we bring our ideas to life, we pay attention to the details, research, discuss, and finally act quickly.
• We don't get stuck with traditional methods and popular opinions; we invent Papara-style ways of doing business.

What We Offer?

• Market-competitive salary and pay-for-performance bonuses.

• Transportation and meal allowance.

• We care about you, private health & life insurance, a Gym in the office, HPV vaccine and free access to the Wellbees App.

• Free access to all Papara services, 10% cashback on Papara Card payments, and 20% cashback on bill payments via Papara. You can have a Metal Card for free.

• Technical equipment package that covers what you need. Internet allowance.

• Free platform memberships: Spotify, YouTube Premium, Netflix.

• Social activities: Happy Hours, Team Motivation Budget, Football Team, Sailing Team, Rowing Team, Cinema Club, Music Club, Travellers Club, Gastronomy Club etc.

• No politics; You will be a part of a team that focuses on productivity and success. You will have the opportunity to work in a dedicated team that cares about your development.

• We are against any form of discrimination. We believe that every individual has a unique personality.

• Green and pet-friendly campus, Basketball Court, Sleeping Room, and unlimited coffee.

We strive to make the hiring process the fastest and most convenient.

Come and join Papara!