Senior Supervisor-Digital & Customer Service-Member Support

Summary

Join Oportun as a Senior Supervisor to lead and elevate performance in Digital and Voice Customer Support Operations. This role, acting as a supervisor leader, is responsible for operational efficiency, team development, and KPI-driven performance across multiple service channels. You will support the Set & Save area and the end-to-end member journey, driving performance, optimizing processes, and building a high-performing team. The position involves managing key metrics, building operational scorecards, partnering with Workforce Management, and driving process improvements. You will also act as a cross-functional bridge with other teams and ensure compliance with internal policies and regulatory requirements. This is a remote position.

Requirements

• 2-3 years of experience in customer service/contact center operations, including at least 2 years in a leadership role (Supervisor or above)
• Proven track record of managing KPIs and operational metrics in a multichannel environment
• Strong understanding of digital servicing tools and support strategies (chat, SMS, email)
• Experience supporting financial products or services is a strong plus, especially in loan servicing or digital collections
• Analytical mindset with the ability to turn data into actionable insights
• Excellent people management, coaching, and team-building skills
• Effective communication skills, both written and verbal
• Experience with scorecarding tools, CRM platforms, and QA systems

Responsibilities

• Lead, mentor, and coach supervisors and frontline agents to achieve performance goals across all channels (voice, SMS, chat, email)
• Manage and continuously improve key metrics such as AHT, NPS, CSAT, QA scores, contact rate, and service levels
• Monitor KPIs and business drivers, identifying trends and implementing action plans to optimize team performance
• Build and maintain operational scorecards and dashboards to provide visibility into performance and areas of opportunity
• Partner with Workforce Management to support accurate volume forecasting, staffing plans, and real-time operations decisions
• Drive operational excellence and process improvement initiatives focused on efficiency, quality, and member satisfaction
• Maintain high levels of engagement through active leadership, feedback, development plans, and team-building strategies
• Act as a cross-functional bridge with Product, Digital, and Collections teams to ensure strong support for the Set & Save platform and broader digital servicing strategy
• Support the successful execution of new processes, campaigns, and product initiatives aligned with business objectives
• Ensure compliance with internal policies, procedures, and regulatory requirements

Preferred Qualifications

• Bilingual (English/Spanish) preferred
• Familiarity with customer experience tools such as ServiceNow, Zendesk, or similar
• Experience working in a high-growth, technology-driven, or fintech environment