Role Responsibilities
- Identify and implement improvements in support tools, workflows, self-service features and end-to-end processes to enhance efficiency and reduce friction for both customers and agents.
- Monitor and analyze escalation queues for SLA compliance, with a focus on reducing escalation volume.
- Analyze call drivers and customer interaction data to uncover trends and root causes.
- Collaborate with Product and Engineering teams to improve self-service capabilities and reduce contact rates.
- Champion a culture of continuous improvement by proactively identifying opportunities to streamline operations, enhance documentation, and refine support and operational processes.
- Work closely with Product, Engineering, and other internal teams to advocate for customer needs and ensure support and operational readiness for new features and updates.
- Coordinate with Documentation team on knowledge bases to ensure accuracy, clarity, and accessibility of support content.
- Operate effectively within a product‑led organization by contributing customer and operational insights during problem‑solving cycles, providing clear feedback on proposed enhancements, and supporting iterative improvements.
- Collaborate cross‑functionally using a customer‑first mindset, helping translate operational challenges into well‑defined problem statements that guide product and process decisions.
Role Requirements
- Bachelor’s degree and a minimum of 3–5 years of experience in Customer Care, ideally in an inbound call center environment.
- Fluency in English and Spanish, with strong verbal and business writing skills.
- Excellent interpersonal skills and the ability to provide clear, constructive feedback.
- Strong analytical and decision-making abilities, with a data-driven mindset.
- Detail-oriented with a proactive approach to problem-solving.
- Comfortable working in a dynamic, fast-paced environment.
- Proficient in Microsoft Office tools (Excel, Word, Outlook) and familiar with customer support platforms and analytics tools.
- Comfort working in a cross-functional environment where priorities evolve, and the ability to partner effectively with Product, Engineering, Operations, and other teams.
- Ability to influence without authority, collaborate through ambiguity, and support product launches or enhancements through feedback, light testing, and cross-team coordination.
Work Shift
Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week.
BENEFITS AND OTHER DETAILS
Benefits
You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer of employment.
Your Costa Rica- specific benefits include:
- Asociación Solidarista
- In-house company doctor services
- Transportation services options
- Referral Program award
- Employee Resource Groups (ERG) and committees to volunteer with
- Pan American Medical and Life insurance
- Cafeteria Discounts
Other Details
As part of the application process, all applicants are required to take assessments. Western Union has partnered with a 3rd party provider to administer these tests. Applicants will need to provide their name and email address in order to process the assessments. If you have any questions, you may reach out to careers@westernunion.com.
We are passionate about honoring our employee's identity and fostering a feeling of belonging. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.
#LI-CS1 #LI-Hybrid
Estimated Job Posting End Date:
03-05-2026
This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.