Operations Supervisor, Customer Service

Kafene

7d•Remote

About The Position

Kafene is hiring a fully remote Operations Supervisor based in Guatemala to lead Customer Service and Collections agents supporting customers throughout the life of their lease, from activation through payoff. The supervisor coaches agents, monitors performance, handles escalations, and ensures interactions are accurate, compliant, and customer-first across English and Spanish queues. The role is hands-on and includes taking calls, supporting agents through difficult conversations, and partnering with Quality Assurance, Training, and Workforce Management to improve readiness and performance. The supervisor tracks operational and collections metrics, enforces policy and documentation standards, helps improve scripts and processes, and ensures smooth customer handoffs among Customer Service, Collections, and Merchant Support. Kafene describes itself as a 175-person fintech company operating from its NYC headquarters, Wilmington, and remote locations globally.

Requirements

At least 2 years of experience in customer service, collections, or contact center operations, including supervisory or team lead experience.
Fluency in English and Spanish.
Strong understanding of customer service and collections KPIs, with the ability to turn data into action.
Working knowledge of collections compliance, including FDCPA and TCPA, and disclosure requirements, or the ability to learn them quickly.
Experience with contact center platforms such as Five9, as well as Excel and reporting tools.
Strong coaching, communication, and conflict-resolution skills, with the ability to remain steady under pressure.
Experience leading or working on a remote team.
A reliable home workspace and internet connection.

Nice To Haves

Consumer finance or lease-to-own experience.
Experience as a team lead or supervisor at a BPO or contact center, or as a collections or customer service supervisor at a consumer finance, lending, or lease-to-own company.

Responsibilities

Lead and coach the team through regular one-on-ones and coaching sessions, set goals, and help agents meet targets.
Track service and collections metrics daily, including handle time, service level, QA scores, CSAT, promise-to-pay kept rate, and cure rate; take action when performance declines.
Handle escalated customer issues and review payment arrangements and exceptions for consistency, policy compliance, and accurate documentation.
Ensure agents follow lease disclosure and collections requirements, including FDCPA and TCPA, and maintain complete, accurate call notes and account records.
Partner with QA and Training to identify knowledge gaps, coach to QA findings, and support newly trained agents as they transition to the floor.
Coordinate with Workforce Management on coverage, schedule adherence, and staffing gaps.
Identify friction in customer calls and contribute to improved scripts, best practices, process updates, tools, and procedures.
Ensure smooth customer handoffs among Customer Service, Collections, and Merchant Support, and route calls to the appropriate team.
Participate in calls daily and help agents manage difficult customer conversations.