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).*

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 operational discipline.

Key Responsibilities
- 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 structured 1:1 meetings with action plans.
- Manage complex customer escalations, ensuring root‑cause identification and timely resolution; coordinate with Tier 2, Payments, and Product when needed.
- Analyze team metrics daily (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 by 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 outcomes.

Profile Requirements
- English: Advances/Fluid
- Experience: 2+ years in contact centers (BPO or in‑house), including at least 1+ year as Senior Agent / Team Lead / Supervisor; experience in chat and email support is required.
- Strong people‑leadership skills: coaching, feedback, performance management, and conflict resolution.
- Solid operational capabilities: dashboard interpretation, action‑plan creation, huddle facilitation, and intraday execution.
- Tools: CRM/helpdesk (e.g., Zendesk), QA forms/scorecards, Google Workspace; basic

📌 Bilingual Customer Service Rotational Supervisor (San Isidro)
🏢 Llamapixel Gaming
📍 San Isidro