Bilingual Customer Service Supervisor

Llamapixel is a rapidly growing customer support company specializing in iGaming. We operate in dynamic digital environments where speed, accuracy, and empathy are essential.

Our new Support Center for Latin America, in Lima, offers 24/7 customer support via chat and email to Spanish-speaking gamers in over 10 Latin American countries. We combine robust processes with intelligent technology to deliver consistent, high-quality experiences to our customers.

We work in an international environment, driven by modern tools such as Zendesk Omnichannel+QA+WFM, Google Workspace, Microsoft Workspace, advanced AI tools for internal support, and collaborative communication platforms.

At Llamapixel, we act quickly, think globally, and build teams that grow together.

Here are a few reasons to apply

• Real and Measurable Impact: Your contribution will have a direct impact on the efficiency of Customer Service operations and the satisfaction of our users, with a focus on results that can be optimised and celebrated.
• Exponential Professional Growth: Integrate into a rapidly growing brand, with dynamic leadership that constantly pushes boundaries, providing an environment conducive to unleashing your true potential and advancing your career.
• Culture of Innovation: Be part of a dynamic environment that encourages experimentation and the application of new technologies and approaches to optimise results and spark imagination.
• Recognition: In addition to a competitive package, we offer performance-based bonuses and recognition programmes that value excellence.

Key Responsibilities

• Manage and motivate a team of agents, setting clear expectations, fostering ownership, and modeling our service standards.
• Monitor individual and team performance; provide frequent feedback, side-by-side coaching, and structured 1:1s with action plans.
• Handle complex customer escalations, ensuring root-cause identification and timely resolution; coordinate with Tier 2, Payments, and Product as needed.
• Analyze team metrics daily (AHT, FCR, CSAT/NPS, QA, adherence, occupancy) and implement corrective actions to hit targets.
• Ensure compliance with policies, procedures, knowledge-base content, and quality standards; lead QA calibrations and content feedback loops.
• Plan shifts and allocate resources by interval; partner with WFM for forecasting, scheduling, and intraday adjustments.
• Identify problem trends, propose solutions, and run small improvement experiments (scripts, macros, tags) with measurable outcomes.

KPIs & Quality Expectations

• SLA & Schedule Adherence at or above target per interval and day.
• Average Handle Time (AHT) and After-Contact Work (ACW) within target without sacrificing quality.
• First Contact Resolution (FCR), Quality (QA), Customer Satisfaction (CSAT) and Net Promoter Score (NPS) at or above goal.
• Escalation containment and time-to-resolution within standards.
• Team Engagement & Retention (attendance, shrinkage control, eNPS/ESAT).

Qualifications & Skills

• Spanish: Native; English: Advanced/Fluent.
• 2+ years in contact centers (BPO or in-house), including 1+ year as Senior Agent/Team Lead/Supervisor; chat/email experience required.
• Strong people leadership: coaching, feedback, performance management, and conflict resolution.
• Operational acumen: interpreting dashboards, building action plans, running huddles, and driving intraday execution.
• Tooling: CRM/helpdesk (e.g., Zendesk), QA forms/scorecards, Google Workspace; WFM basics (forecasting, scheduling, adherence).
• Data hygiene and documentation discipline; ability to write/update macros and knowledge-base articles.

Work Setup & Schedule

• On-site leadership presence in our Lima operations hub.
• Rotational coverage including nights/weekends/Peruvian holidays; availability for peak events and incident response.
• Company-provisioned equipment, secure VPN, and monitored applications per security policy.

If you are passionate about delivering exceptional customer experiences, thrive on challenges in an innovative environment, and are ready to make a significant impact within a leading iGaming brand, this is the ideal opportunity for you.