Operations Supervisor, Customer Service

Get to Know Us Kafene is revolutionizing the lease-to-own space. We're the point-of-sale powerhouse making flexible lease-to-own accessible to everyone—prime and non-prime customers alike. Our secret weapon? Cutting-edge AI and machine learning that analyzes 20,000+ data inputs in real-time, empowering retailers across furniture, appliances, electronics, tires, and durable goods to say "yes" to more customers. The numbers tell our story: over $500 million in originations and counting. But we're just getting started. Our 175-person team spans NYC headquarters, Wilmington, and remote talent across the globe—all united by a culture that thrives on collaboration, innovation, and genuine support. We don't just talk about great workplace culture; we deliver it. That's why Built In named us a Startup to Watch https://www.linkedin.com/company/built-in/?lipi=urn%3Ali%3Apage%3Ad_flagship3_detail_base%3B2jXPbPYzTW6P2Su6%2BfrBvw%3D%3D and Forbes recognized us as one of the Best Startup Employers https://www.forbes.com/sites/rachelpeachman/2023/03/07/meet-americas-best-startup-employers-2023/?sh=5a67d150410c. Ready to be part of the fintech revolution? Join us. Every customer call is a chance to get it right: the right answer, the right payment plan, the right next step. Your job is to make sure your team gets it right every time. As an Operations Supervisor, you’ll lead a team of Customer Service and Collections agents supporting customers across the full life of their lease, from activation through payoff. You’ll coach your agents, track their performance, handle escalations, and make sure every interaction is accurate, compliant, and customer-first, across both English and Spanish queues. This is a hands-on role: you’ll be on calls daily, helping agents through tough conversations and working closely with our QA, Training, and Workforce Management teams to keep your team ready and improving. This is a fully remote role based in Guatemala. What You’ll Do - Lead and coach your team. Run regular one-on-ones and coaching sessions, set clear goals, and help every agent hit their targets. - Own your team’s numbers. Track service and collections metrics daily (handle time, service level, QA scores, CSAT, promise-to-pay kept rate, and cure rate) and act quickly when results slip. - Be the escalation point. Step in on complex customer issues and review payment arrangements and exceptions, making sure every decision is consistent, within policy, and documented. - Keep every interaction compliant. Make sure agents follow lease disclosures and collections rules such as FDCPA and TCPA, and that call notes and account documentation are accurate and complete. - Turn QA and training into results. Partner with QA and Training to spot knowledge gaps, coach to their findings, and help newly trained agents get up to speed on the floor. - Keep your team staffed and on schedule. Work with Workforce Management on coverage, schedule adherence, and staffing gaps. - Make the work better. Turn friction you see on calls into improved scripts, best practices, and process updates, and help roll out new tools and procedures. - Keep hand-offs smooth. Make sure customers move cleanly between Customer Service, Collections, and Merchant Support, and that calls reach the right team. What You’ll Bring - 2+ years of experience in customer service, collections, or contact center operations, including supervisory or team lead experience. Consumer finance or lease-to-own experience is a plus. - Fluency in English and Spanish. - A strong grasp of customer service and collections KPIs, and the ability to turn data into action. - Working knowledge of collections compliance (FDCPA, TCPA) and disclosure requirements, or the 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 the ability to stay steady under pressure. - Experience leading or working on a remote team. - A reliable home workspace and internet connection. - Likely backgrounds: team lead or supervisor at a BPO or contact center; collections or customer service supervisor at a consumer finance, lending, or lease-to-own company. Compensation and Benefits - Base Salary: $2,300/month - Paid Time Off: We understand the importance of work-life balance. That’s why we offer flexible paid time off days starting from day one of your employment. - Annual Bonus: Eligible for an annual performance bonus. - Remote Work: Work fully remotely from anywhere in Guatemala. We're building a team as diverse as the customers we serve. Kafene is proud to be an equal-opportunity employer, and we mean it. We welcome qualified applicants of every race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, veteran status, and all other legally protected characteristics. Need accommodation during the application process? We’ve got you. If you require reasonable accommodation at any stage, reach out to [email protected] with details about your request and contact information. We’re here to help make the process work for you. Note: This email address is specifically for accommodation requests and will only respond to those inquiries.