Operations Supervisor, Customer Service

🔥 14 hours ago

🇬🇹 Guatemala – Remote

💵 $2.3k / month

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Kafene

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2019

💼 Consulting

📦 Logistics

💳 Fintech

💰 $15M Debt Financing - Kafene on 2024-01

Consulting • Logistics • Fintech

Kafene is a consumer finance company that offers flexible lease-to-own and point-of-sale financing solutions for merchants and customers, especially those with limited or no credit history. It uses a data-driven underwriting approach (over 20,000 data points) and personalized pricing to approve customers quickly—often with a 60-second application—and funds leases up to $5,000. Kafene partners with retailers to increase conversion, average order value, and access customers across all credit profiles through seamless POS integrations and customizable merchant programs.

📋 Description

• Lead and coach a team through regular one-on-ones and coaching sessions, set goals, and help agents hit targets • Track service and collections metrics daily, including handle time, service level, QA scores, CSAT, promise-to-pay kept rate, and cure rate • Handle complex customer escalations and review payment arrangements and exceptions within policy • Ensure agents follow lease disclosures and collections rules such as FDCPA and TCPA, with accurate and complete call notes and account documentation • Partner with QA and Training to identify knowledge gaps and help newly trained agents improve on the floor • Work with Workforce Management on coverage, schedule adherence, and staffing gaps • Improve scripts, best practices, processes, tools, and procedures based on call friction • Ensure smooth handoffs between Customer Service, Collections, and Merchant Support

🎯 Requirements

• 2+ years of experience in customer service, collections, or contact center operations, including supervisory or team lead experience • Fluency in English and Spanish • Strong grasp of customer service and collections KPIs, and ability to turn data into action • Working knowledge of collections compliance, including FDCPA and TCPA, and disclosure requirements, or ability to learn them quickly • Experience with contact center platforms such as Five9, plus Excel and reporting tools • Strong coaching, communication, and conflict-resolution skills, with ability to stay steady under pressure • Experience leading or working on a remote team • Reliable home workspace and internet connection • Consumer finance or lease-to-own experience is a plus

🏖️ Benefits

• Flexible paid time off days starting from day one of employment • Eligible for an annual performance bonus • Fully remote work from anywhere in Guatemala