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LATAM JOB OPENINGS

Customer Support Service Manager – Onsite (Costa Rica, Heredia)

Role and Responsibilities

  • To lead customer service teams to efficiently and expertly support customer inquiries via phone, email, chat and service cases.
  • To resolve client and client employees’ issues related to client policies about Human Resources, Payroll and Benefit practices, products and services
  • To be responsible and accountable for all personnel issues (discipline, coaching, mentoring, performance management, work schedules, policy enforcement, etc.)
  • To drive workforce management best practices. Ensure adherence to schedules, SLAs, OLAs, and KPIs.
  • To provide peer training, development and mentoring to ensure colleague readiness for expanded service delivery and successive roles.
  • To regularly interact with external clients to assess satisfaction, service levels and retention risks.
  • To collaborate with internal departments (Payroll, Tax, 401(k), Legal, Sales, Technology, Account Management, etc.) to resolve operational issues.
  • To ensure efficient customer support and solutions that comply with client standards, service quality standards, technical guidelines, and regulatory requirements.
  • To provide client leadership with analyses, recommendations, and other information to ensure best practices delivery standards and metrics achievement.
  • To provide on-going education and information to team on new client products, services, processes, and systems.

Desired Qualifications and Experience

  • Typically 5+ years customer service experience
  • Typically 3+ years’ work experience in related field; Payroll, HR, Benefits, etc.

Knowledge, Skills and Abilities

  • Ability to effectively meet customer needs for customer satisfaction.
  • Ability to quickly build rapport with customers.
  • Ability to take action and leadership decisions independently.
  • Excellent presentation skills.
  • Knowledge of contact center technologies (Telephony, CRM, Call Monitoring, Workforce Management etc.).
  • Strong analytical and problem-solving skills.
  • Ability to work in a dynamic, growth-oriented environment.
  • Excellent interpersonal and communication skills.
  • Solid knowledge and understanding of both state and federal employment laws
  • Proficient in Microsoft Office Suite
  • A commitment to high professional standards.

To apply, email resume with cover letter to : recruiter.cr@mouritech.com

Apply Now
Workforce Planning Manager – Onsite (Costa Rica, Heredia)

Role and Responsibilities

  • To analyze, monitor, and report all staffing projections (contact volume, forecasting headcount requirements, shrinkage, attrition, department KPI’s, and forecast models), manage IVR telephony systems and skill-based contact routing.
  • To manage and lead a team of Workforce Management Analysts and Specialists, responsible for personnel actions including coaching, training, performance management & employee relations
  • To oversee adherence and shrinkage governance, new-hire onboarding, staffing optimization, attrition, and retention
  • To proactively identify and oversee continuous improvement opportunities, gains in efficiency and reduced costs
  • To work with site leaders, ensuring staff adequacy, contingency planning readiness and consistent monitoring of workflows
  • To serve as SME and WFM – Liaison, for specific programs
  • To coordinate with operations teams & ensure consistent operational goals attainment
  • To stay updated on upcoming activities affecting contact volume—training, holidays, campaigns, and customer notifications.
  • To plan long-term resource needs and address projected staffing gaps to maintain service levels
  • To communicate service issues and trends and recommend or support programs for effective resolution

Desired Qualifications and Experience

  • Typically, 5+ years’ Workforce Management experience
  • Typically, 3+ years Management experience

 

Knowledge, Skills and Abilities

  • KSAs Proficiency Expertise in Forecasting and Statistical Analysis
  • Ability to analyze data, identify trends, correlate metrics, and provide suggestions for improving customer service quality and efficiency
  • Ability to learn new technologies quickly
  • Experience with Nice or another Workforce Management application
  • Ability to manage projects and facilitate team interactions
  • Ability to communicate ideas and information clearly, accurately, and thoughtfully, both in writing and verbally
  • Knowledge of PEO products, services, and markets
  • Ability to train, mentor, and coach with emphasis on growth and development
  • Ability to connect with employees at all organizational levels
  • Excellent communication, interpersonal, presentation, and facilitation skills
  • Ability to handle multiple priorities in an ever-changing fast-paced business environment
  • Proficient in Microsoft Office Suite

To apply, email resume with cover letter to: recruiter.cr@mouritech.com

Apply Now
Customer Support Service Specialist – Onsite (Costa Rica, Heredia)

Your Role and Responsibilities

  • To excel in customer service, and facilitate employees in Payroll and Human Resources related queries
  • To look at resolving generic customer issues by extending  phone, email, chat and service support
  • To ensure escalation and effective resolution of complex issues – via appropriate channel
  • To document customer interactions in the CRM portal
  • To monitor ‘open’ cases in CRM portal, aiming to resolve in shortest possible timeframe, while keeping customers regularly informed of status and anticipated resolution timing
  • To be responsible for consistently meeting identified KPI metrics, customer retention and customer satisfaction goals
  • To strive to deliver ‘first contact resolution’
  • To provide accurate information – and navigate processes to achieve a positive customer experience
  • To comply with organization policies and standards

 

Desired Qualifications and Experience

  • Typically, 2+ years Customer Service experience required 
  • Typically, 2+ years HR/Payroll experience preferred

 

Knowledge, Skills and Abilities

  • Proficient in MS Office Suite, PeopleSoft and SalesForce 
  • Fluency in English +1international languages
  • Knowledge of contact centre technologies (Telephony, CRM, Call Monitoring, Workforce Management etc.)
  • Ability to follow established procedures in a timely & accurate manner
  • Demonstrated commitment to high professional & ethical standards and ability to work in a diverse workplace
  • Excellent verbal and written communication skills
  • Minimum typing proficiency of 35 words per minute
  • Ability to communicate with employees at all levels of the organization
  • Ability to adapt to a fast paced continually changing business and work environment while managing multiple priorities
  • Ability to apply knowledge and skills to a wide range of tasks

To apply, email resume with cover letter to: recruiter.cr@mouritech.com

Apply Now

Java Full Stack Developer – Costa Rica (Remote)

Role and Responsibilities:

  • To design and implement scalable server-side applications using Java and Spring Boot, including RESTful APIs and microservices
  • To build responsive user interfaces using HTML, CSS, JavaScript, and frameworks like Angular, React, or Vue.js ensuring seamless user experiences across devices
  • To design and manage relational (e.g., MySQL, PostgreSQL) and NoSQL (e.g., MongoDB) databases, assuring efficient data storage and retrieval
  • To develop and integrate RESTful APIs for facilitating communication between frontend and backend systems, and with third-party services
  • To stay updated with the latest technologies, frameworks, and industry trends for continuous improvement in development practices

Desired Qualifications and Experience

Education:

  • Bachelor’s degree in Computer Science, Information Technology/ related field (Master’s degree preferred)

Technical Skills:

  • Proficient in HTML5, CSS3, JavaScript, and modern frameworks/libraries such as React.js, Angular, or Vue.js
  • Strong experience with Java, Spring Framework (Spring Boot, Spring MVC, Spring Security), and RESTful APIs
  • Hands-on experience with relational databases like MySQL, PostgreSQL, or Oracle, and familiarity with NoSQL databases such as MongoDB
  • 3–7 years of professional experience in full stack development using Java technologies
  • Experience in developing scalable web applications with responsive UI
  • Exposure to Agile methodologies, including Scrum/Kanban

To apply, email resume with cover letter to : recruiter.cr@mouritech.com

Apply Now

Java Back End Developer – Costa Rica (Remote)

Role and Responsibilities

  • To implement new functionalities ensuring they meet specified requirements
  • To identify and resolve bugs in the application to maintain smooth operation
  • To maintain clear documentation for code changes and development progress to aid team collaboration
  • To work closely with frontend and backend teams to integrate user-facing elements with server-side logic

 

Desired Qualifications and Experience

Education:

  • Bachelor’s degree in Computer Science, Software Engineering, or a related technical field (Master’s degree is a plus).

 

Technical Skills:

  • Strong proficiency in Java (preferably Java 8 or higher)
  • Solid experience with Spring Framework, including Spring Boot, Spring MVC, and Spring Security
  • Expertise in designing and developing RESTful and/or SOAP web services
  • Proficient in working with relational databases such as MySQL, PostgreSQL, or Oracle
  • Familiarity with NoSQL databases like MongoDB or Cassandra

 

Experience:

  • 3–7 years of hands-on experience in backend development using Java and related technologies
  • Demonstrated experience in building scalable, high-performance server-side applications
  • Exposure to cloud platforms (AWS, Azure, or GCP) and microservices architecture
  • Experience working in Agile/Scrum development environments

To apply, email resume with cover letter to: recruiter.cr@mouritech.com

Apply Now

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