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Despegar, a leading travel technology company in Latin America, is seeking a Service Center Supervisor to lead a customer service and post-sales team. This is a hands-on leadership role focused on building high-performing teams, driving operational results, and fostering a culture of ownership and rapid execution.
In this role, you will lead a team of 10-15 people in the Service Center, with responsibility for improving key customer satisfaction metrics (CSAT, FCR, AHT) and operational efficiency while developing team members. Your day-to-day responsibilities include designing action plans to improve KPIs, analyzing data to inform decisions, providing direct feedback and coaching to develop talent, and serving as the technical and cultural reference point for your team.
You will have autonomy to propose and implement improvements to processes and systems. The role requires strong analytical capabilities, including intermediate-to-advanced Excel skills and familiarity with BI tools and dashboards. You'll work in a fast-paced environment that values continuous improvement, agile execution, and learning from failures.
Despegar offers a high-impact project within a leading travel tech company, continuous training and development, exclusive discounts on flights and hotels, comprehensive medical insurance, extended parental leave, and a birthday day off.
REQUIREMENTS:
- Bachelor's degree in Tourism, Business Administration, or related field
- Proven experience leading teams in call center environments (customer service or sales)
- Intermediate-to-advanced Excel proficiency and experience with analytics tools (BI, dashboards)
- Mindset of continuous improvement and agile execution
- Ability to think like an owner, execute quickly, and embrace learning from mistakes
