Bilingual Customer Service Supervisor

We are hiring on behalf of our client, one of LATAM's most dynamic and fast-growing iGaming brands, we are looking for a Bilingual Customer Service Supervisor! In this role you will lead a high-performing pod of Customer Service Agents in our new CS LATAM Hub based in Lima. You will drive results through coaching, real-time support, and structured follow-ups—balancing people leadership with operational discipline. Your team supports users via chat and email in a regulated environment, where accuracy, speed, and empathy are equally critical.

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.

Growth & Culture

You will help shape a culture of continuous improvement and accountability. Consistent results and demonstrated leadership can open paths to Operations Manager, Quality/Training leadership, or Workforce Management roles.

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.