Customer Service Supervisor (Rotating Shifts)

LlamaPixel is a company that provides high-quality, 24/7 support for Spanish-speaking users across Latin America, within a dynamic, collaborative, and technology-oriented environment.

We are currently seeking a Customer Service Supervisor (Rotating Shifts).

Join our LATAM Hub in Lima and lead a Customer Service team. You will drive results through coaching, real-time support and structured follow-ups, balancing people leadership with strong operational discipline.

Lead and motivate a team of agents by setting clear expectations, fostering accountability, and modeling our service standards.

Monitor individual and team performance; provide frequent feedback, side-by-side coaching, and 1:1 meetings with action plans.

Manage complex escalations, ensuring root-cause identification and timely resolution; coordinate with Tier 2, Payments, and Product when needed.

Analyze daily team metrics (AHT, FCR, CSAT/NPS, QA, adherence, occupancy) and implement corrective actions to meet targets.

Ensure compliance with policies, procedures, knowledge base content, and quality standards; lead QA calibrations and content feedback cycles.

Plan shifts and allocate resources per interval; collaborate with WFM on forecasting, scheduling, and intraday adjustments.

Identify recurring issues, propose solutions, and execute small improvement experiments (scripts, macros, tags) with measurable results.