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Salary: USD 2,300 - 0 / monthly
Kafene is a fintech company revolutionizing the lease-to-own space with AI-powered point-of-sale solutions for furniture, appliances, electronics, tires, and durable goods. The company has processed over $500 million in originations and operates with a 175-person team across NYC, Wilmington, and remote locations globally.
As Operations Supervisor, Customer Service, you will lead a team of customer service and collections agents supporting customers throughout their lease lifecycle, from activation through payoff. This is a hands-on management role requiring daily involvement in calls, agent coaching, and escalation handling.
Key responsibilities include:
- Leading and coaching your team through regular one-on-ones, goal-setting, and performance management
- Owning team metrics including handle time, service level, QA scores, CSAT, promise-to-pay kept rate, and cure rate
- Serving as the escalation point for complex customer issues and payment arrangement reviews
- Ensuring compliance with lease disclosures, FDCPA, TCPA, and other collections regulations
- Partnering with QA and Training teams to identify knowledge gaps and develop agents
- Collaborating with Workforce Management on scheduling, coverage, and staffing
- Identifying process improvements and rolling out new tools and procedures
- Managing smooth handoffs between Customer Service, Collections, and Merchant Support teams
You will support both English and Spanish-speaking customer queues and work fully remotely from Guatemala.
Requirements:
- 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 preferred
- Fluency in English and Spanish
- Strong grasp of customer service and collections KPIs with ability to translate data into action
- Working knowledge of collections compliance (FDCPA, TCPA) and disclosure requirements, or ability to learn quickly
- Experience with contact center platforms such as Five9, plus Excel and reporting tools
- Strong coaching, communication, and conflict-resolution skills with ability to perform under pressure
- Experience leading or working on a remote team
- 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
