Job Description

Lead and develop a multi-channel customer support team (Chat, Email, Phone) to ensure operational excellence. This role bridges operations and corporate strategy, driving efficiency, team engagement, and continuous service improvement.

Key Responsibilities

1. Operational & Performance Management

• Real-Time Monitoring: Oversee live operations and roster adherence using Zendesk, Analytics, and Explorer.
• KPI Tracking: Analyze metrics (CSAT, AHT, Abandonment, Acceptance) to ensure targets are met.
• Reporting: Deliver weekly/monthly data-driven reports and action plans to leadership.

2. Leadership & People Development

• Team Growth: Conduct structured 1:1s, provide data-backed feedback, and manage Individual Development Plans (IDPs).
• Engagement: Lead recruitment, onboarding, and practical training to foster a high-performance culture.
• Support: Act as the primary escalation point for complex queries and conflict resolution.

3. Quality & Crisis Management

• QA Compliance: Partner with the Quality team to align standards and monitor service excellence.
• Issue Resolution: Identify systemic vs. operational failures; log technical tickets via Jira and manage crisis communications.
• Data Security: Ensure all interactions comply with LGPD and internal privacy policies.

4. Administrative & Culture

• Workforce Management: Manage time-tracking, shift coverage, and logistics for on-duty agents.
• Well-being: Promote company values, mental health awareness, and a collaborative work environment.

5. Core Competencies

• Leadership: Strategic vision, resilience, and the ability to motivate diverse teams.
• Communication: Ethical, objective, and transparent communication style.
• Technical: Proficiency in Zendesk, BI tools, Jira, and Google Workspace.

6. Key Targets

• CSAT: +10% annual increase.
• AHT: 15% reduction.
• Abandonment: Maintain <5% for Chat.

7. Work Schedule

• Flexibility Required: Includes weekdays, weekends, and holidays.
• Scope: Full management of on-duty staff, ensuring strict adherence to schedules and operational continuity.

Requirements

Experience & Education

• Background: 3+ years of experience in Customer Support/Success, with at least 1–2 years in a leadership or supervisory role.
• Education: Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent practical experience).
• Multichannel Expertise: Proven experience managing operations across Chat, Email, and Phone simultaneously.

Technical Skills

• Platform Proficiency: Advanced knowledge of Zendesk (including Support, Talk, Chat, and Explorer/Analytics).
• Tooling: Familiarity with Jira for bug reporting and Google Workspace for reporting and documentation.
• Data Literacy: Ability to interpret KPIs and BI dashboards to create actionable operational strategies.
• Regulatory Knowledge: Solid understanding of LGPD (General Data Protection Law) and information security best practices.

Core Competencies

• Leadership: Demonstrated ability to coach agents, deliver difficult feedback, and manage Individual Development Plans (IDPs)
• Crisis Management: Ability to remain calm under pressure and make quick, data-driven decisions during system outages or volume spikes.
• Communication: Exceptional verbal and written communication skills both in English and Portuguese,
• WFM (Workforce Management): Experience with roster management, shift adherence, and real-time interval control.

Availability

• Flexible Schedule: Willingness to work a rotating roster that includes weekends, holidays, and varying shifts to ensure 24/7 operational coverage.
• Hybrid Requirement: This is a hybrid position requiring on-site presence 4 days per week at our [Insert City/Office Location] office.

Benefits

• Paid vacation
• Transportation allowance
• Meal voucher
• Health and dental insurance