Customer Support Manager

Position Summary:
The Customer Care Manager will be responsible for leading and developing the customer service team ensuring operational excellence and strategic alignment with other departments such as Product Sales and Customer Success. The role will focus on KPI analysis creating tactical and operational plans and constantly seeking improvements and efficiency opportunities. It also involves collecting and analyzing customer feedback to identify trends and areas for enhancement always aligning local team practices with global standards.

Responsibilities:

• Lead and manage the Customer Care team (1 supervisor and 2 team leads) providing guidance training and continuous support to ensure high performance and professional development.
• Conduct 1:1s and weekly followup meetings to promote team alignment and engagement.
• Oversee the handling of customer inquiries issues and complaints ensuring quick and effective resolutions.
• Manage escalated issues ensuring critical problems are resolved satisfactorily.
• Develop and implement KPIs to monitor team performance and measure customer satisfaction.
• Analyze KPIs and prepare executive reports for senior management highlighting trends and areas for improvement.
• Identify opportunities to enhance customer service processes proposing and implementing strategies to improve efficiency and effectiveness.
• Lead strategic projects related to improving the customer experience.
• Collect and analyze customer feedback to identify trends and areas for service improvement ensuring insights are incorporated into continuous improvement strategies.
• Collaborate closely with other departments such as Sales Product Development and Marketing to ensure an integrated approach to customer service.
• Connect with the global team to ensure local practices align with the companys global standards and guidelines.
• Prepare regular reports on customer service performance highlighting trends challenges and opportunities for improvement.

Qualifications :

Requirements:

• Advanced English;
• Experience in managing customer service leadership teams.
• Expertise in KPI analysis and the ability to generate detailed reports for senior management.
• Experience in creating and implementing tactical and operational plans aimed at performance improvement.
• Excellent communication skills and the ability to collaborate with crossfunctional teams.
• Experience handling escalated issues and managing customer crises.
• Proactive in seeking continuous improvements in service processes.
• Experience working with global teams and ensuring alignment with global policies.

Additional Information :

• Our working hours are from Monday to Friday from 9 am to 6 pm;

• Need to work beyond your usual hours We have a compensatory time off system in place;

• For the commute we offer ValeTransporte;

• We offer a Meal Voucher a month but if you enjoy cooking at home you can replace it with a Food Voucher for the same amount or do half and half making life easier for those who are 100% remote or hybrid;

• We offer Medical Dental and Group Life Insurance;

• Did you think your Pet would be left out Of course not! We offer Plano Pet which extends care to your furry companion;

• Access to the iFeel app for emotional comfort which combines traditional psychology with AI helping you through those tough days;

• ApoioPass offers free professional support and guidance in the psychological legal economic and social areas providing support for those more delicate issues;

• What about that fitness life We offer Gympass for you and 3 dependents! Because working out alone is really boring right

• Creditas: Payroll loan services eligible after 6 months of employment;

• Stock Options eligible after 6 months of employment (5 years grace period) YES! You become a shareholder;

• Everyone has a birthday right Our present for you is a Birthday Day Off so that you can celebrate the way you prefer with the ones you love the most. Also we celebrate our work anniversary as our own day off;

• Our work licenses are special here: in the event of the passing of loved ones we offer 10 days off; if your pet passes away we offer 2 days. Got Married: 7 days of rest! Did the baby arrive We offer 30 days for Dads and 6 months for Moms;

• For moms and dads on duty we have Daycare Assistance;

• We have a robust Partnership Club with discounts ranging from teaching institutions such as colleges and language learning services all the way to exclusive banking benefits;

• Do you like working here Then refer a friend or relative! We love having family and friends around! Our Referral Program offers up to R$600 per person who stays with us for more than 6 months;

Remote Work :

No

Employment Type :

Fulltime