Customer Service Supervisor B2C

Responsibilities

• Supervise the daily performance of the Customer Service agent team
• Monitor and manage key KPIs including CSAT, NPS, AHT, FCR, SLA, and adherence
• Provide continuous feedback, coaching, and professional development plans to team members
• Manage escalations and complex cases involving flights, hotels, packages, cancellations, and refunds
• Coordinate with cross-functional areas such as Operations, Quality, HR, and external providers
• Ensure compliance with company policies, procedures, and service standards
• Identify process improvement opportunities and propose concrete solutions
• Prepare and present management reports to leadership
• Participate in the selection, induction, and training of new employees
• Manage shift planning, scheduling, and team coverage

Requirements

• 2 to 3 years of experience as a Supervisor, Team Lead, or Coordinator in Customer Service or a Contact Center
• Proven experience managing teams of 10 or more people
• Proficiency in CRM tools such as Salesforce, Zendesk, or similar platforms
• Solid knowledge of contact center quality and operational metrics
• Intermediate to advanced Excel skills (reports, pivot tables, basic dashboards)
• Availability to work rotating shifts

Preferred Qualifications

• University studies (ongoing or completed) in Administration, Tourism, Communication, or related fields
• Experience in the travel, e-commerce, or technology industries
• Knowledge of quality management tools, call monitoring, or chat monitoring software

Benefits

• Opportunity to lead teams in a dynamic, multicultural, and evolving environment
• Real opportunities for professional growth and career development
• Access to corporate benefits and exclusive travel discounts

About the Company

Despegar is the leading travel platform in Latin America, with a presence in more than 20 countries. We foster a work culture based on innovation, collaboration, and a customer-centric approach.