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.

Profile Requirements

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 mandatory.

Strong 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 knowledge of WFM.

Documentation discipline and data organization: ability to write/upda

📌 Customer Service Supervisor (San Isidro)
🏢 LLAMAPIXEL GAMING
📍 San Isidro