Customer Experience Manager, Contractor Management

About Payoneer Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy. We’re a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories. By taking the complexity out of the financial workflows–including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence–we give businesses the tools they need to work efficiently worldwide and grow with confidence. Role Summary Location: Buenos Aires, Argentina Hybrid Full-Time About the Skuad Acquisition Back in August 2024, Payoneer acquired Skuad. Skuad's expertise helps businesses in over 160 countries navigate complex challenges such as international payroll, remote onboarding, and regulatory compliance. This acquisition reinforces Payoneer's mission and solidifies Skuad's role as a trusted partner for global workforce management (WFM). This role will be part of our WFM business unit. Role Summary Embark on a journey to redefine B2B customer delight! We’re on the lookout for passionate individuals as Customer Champions who will orchestrate a symphony of satisfaction, turning each client interaction into a masterpiece of excellence. If you’re excited about crafting unforgettable experiences, let’s drive the future of customer enchantment together! Customer Experience Ownership • Own the end-to-end experience for Contractor Management (CMS) clients across Latin America. • Map and improve the CMS journey, from client setup to contractor onboarding to first payment to recurring payouts, and remove friction at each stage. • Be the trusted contact for client , Finance and Operations teams managing contractors on the platform. • Contractor Onboarding & Payments • Lead contractor onboarding from setup and documentation, including contractor agreements and local tax IDs such as CUIT, RFC, CPF/CNPJ and NIT, through first payment. • Coordinate with Payments and Finance on contractor invoicing and payouts against due dates, and flag risks to clients early. • Act as the single point of contact for contractor payment issues, owning investigations, resolutions and status updates. • Guide clients and contractors through local payout methods and FX considerations across Argentina, Brazil, Mexico, Colombia, Chile and the wider region. Escalations & Issue Resolution • Own CMS escalations from intake to resolution, with clear ownership and timely updates. • Partner with Product and Engineering to triage CMS platform issues, and communicate fixes back to clients. • Spot recurring contractor onboarding and payout issues, and drive root-cause fixes with internal teams. Experience Metrics & Insights • Track and improve CSAT, NPS, first-response and resolution times, contractor time-to-first-payment and payout success rate. • Gather client and contractor feedback and turn it into CMS product and process improvements. • Build CMS help content, playbooks and FAQs in Spanish and Portuguese for clients and contractors. Retention & Growth Support • Monitor CMS account health and flag churn risk early. • Work with Account Management on renewals and on growing contractor volume and country coverage within CMS. Who you are • 5–6 years in Customer Experience, Customer Success or Account Management, ideally in contractor management, B2B SaaS payments or workforce platforms. • Hands-on experience in a payments company or payments operations team. • Strong knowledge of LATAM payment rails and methods, such as PIX, SPEI, CBU/CVU transfers, PSE and local wallets, alongside ACH and wire. • Working knowledge of cross-border contractor payments: FX, correspondent banking, KYC/AML, settlement timelines and common causes of delays or failures. • Understanding of FX volatility and currency controls in markets like Argentina, and how they affect contractor payouts. • Solid grasp of contractor management: contractor agreements, invoicing, tax documentation and misclassification risk. • Calm, structured approach to escalations, with a strong sense of ownership. • Strong cross-functional collaboration with Payments, Finance, Product and Engineering. • Fluent in Spanish and English. Portuguese is a strong plus. • Comfortable working across Americas time zones, with some overlap with global teams. #LI-AB4 #LI-Hybrid The Payoneer Ways of Working Act as our customer’s partner on the inside Learning what they need and creating what will help them go further. Do it. Own it. Being fearlessly accountable in everything we do. Continuously improve Always striving for a higher standard than our last. Build each other up Helping each other grow, as professionals and people. If this sounds like a business, a community, and a mission you want to be part of, apply today. We are committed to providing a diverse and inclusive workplace. Payoneer is an equal opportunity employer, and all qualified applicants will receive consideration for employment no matter your race, color, ancestry, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law. If you require reasonable accommodation at any stage of the hiring process, please speak to the recruiter managing the role for any adjustments. Decisions about requests for reasonable accommodation are made on a case-by-case basis.