Operations Supervisor, Customer Service

🕒 October 20

🇬🇹 Guatemala – Remote

💵 $2.3k / month

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Kafene

WebsiteLinkedInAll Job Openings

51 - 200 employees

💸 Finance

💳 Fintech

💰 $18M Series B on 2022-09

Finance • Fintech

Kafene is a company specializing in flexible lease-to-own (LTO) programs that help merchants and consumers from all credit profiles. They offer personalized pricing by tailoring leases to each customer's risk profile and provide innovative application processes that approve customers regardless of their credit history. Kafene integrates with point-of-sale systems to facilitate seamless transactions and offers diverse payment plans to accommodate different customer budgets. Their focus on transparency, consumer education, and reporting payment history to credit bureaus aims to help consumers build better credit futures. Kafene's services lead to higher conversion rates and average order values for merchants.

📋 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

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