Bilingual Customer Service Supervisor at Citrus Systems

Lima, Lima, Peru -

Full Time

Start Date

Immediate

Expiry Date

31 Mar, 26

Salary

0.0

Posted On

31 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Bilingual, Customer Service, Coaching, Performance Management, Conflict Resolution, Operational Acumen, CRM, Data Hygiene, Documentation Discipline, Team Leadership, Escalation Management, Metrics Analysis, Quality Assurance, Scheduling, Problem Solving, Innovation

Industry

Software Development

Description

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.

Responsibilities

The Bilingual Customer Service Supervisor will manage and motivate a team of agents, ensuring high performance and adherence to service standards. They will also handle complex customer escalations and analyze team metrics to drive operational efficiency.