Operations Supervisor, Customer Service

• 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

• 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

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