Job Description
LlamaPixel is a company that provides top-tier, 24/7 customer support to Spanish-speaking users across Latin America, within a dynamic, collaborative, and technology-driven environment. We are looking for a Bilingual Customer Service Supervisor (Rotational Shifts) to join our LATAM Hub in Lima and lead a Customer Service team. The role focuses on coaching, real-time support, and structured follow-ups, balancing people leadership with operational discipline.
Key Responsibilities
- Lead and motivate a team of agents by setting clear expectations, fostering accountability, and modeling service standards.
- Monitor performance; provide frequent feedback, side-by-side coaching, and structured 1:1 meetings with action plans.
- Handle complex customer escalations, ensuring root cause identification and timely resolution; coordinate with Tier 2, Payments, and Product.
- Analyze team metrics daily (AHT, FCR, CSAT/NPS, QA, adherence, occupancy) and i...