Bernoulli Educação

Relationship Supervisor – E-commerce

Bernoulli Educação

full-time

Posted on:

Location Type: Remote

Location: Brasil

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About the role

  • Supervise, guide and develop the e-commerce customer service assistant team;
  • Monitor the team's operational routine, ensuring compliance with SLAs, quality and productivity;
  • Provide continuous feedback, track performance and support individual development of team members;
  • Organize schedules, distribute workload and prioritize service requests according to business seasonality.
  • **Customer Experience (B2C and B2B)**
  • Ensure efficient, empathetic and solutions-oriented service to end customers and partners (schools, sellers and institutions);
  • Handle complex requests, critical complaints and conflicts, ensuring the best possible experience;
  • Monitor and evolve the customer engagement cadence, proposing improvements to communication and service flows.
  • **Metrics, Quality and Performance**
  • Monitor and analyze service metrics (SLA, AHT, FCR, CSAT, ticket volume, backlog, productivity);
  • Prepare management reports and propose action plans for continuous improvement of results;
  • Ensure standardization of processes, scripts, service policies and customer communications.
  • **Processes and Continuous Improvement**
  • Propose and implement improvements to e-commerce customer service and after-sales processes;
  • Work collaboratively with areas such as Operations, Logistics, Marketing, Technology, Finance and Legal to resolve bottlenecks;
  • Support the definition and update of operational flows related to orders, billing, deliveries, exchanges, returns and contracts.
  • **Governance and Compliance**
  • Ensure that services and processes are aligned with contractual guidelines, internal policies and market best practices;
  • Support the preparation and review of operational documents, standard terms and communications in alignment with the responsible areas.

Requirements

  • Bachelor's degree completed or in progress in Business Administration, Commercial Management, Management Processes, Communication, Marketing or related fields;
  • Previous experience in supervision or leadership of customer service teams, preferably in e-commerce;
  • Experience with B2C and B2B customer service;
  • Knowledge of service and quality KPIs;
  • Fluency in Portuguese (spoken and written);
  • Intermediate proficiency with Microsoft Office / Google Workspace.
  • **Preferred qualifications**
  • Experience with e-commerce platforms and CRM/support tools;
  • Experience in digital environments, marketplaces or omnichannel operations;
  • Basic knowledge of contractual and billing processes;
  • Analytical, organized and data-oriented profile.
  • **Behavioral competencies**
  • Leadership and ability to engage people;
  • Clear, empathetic and objective communication;
  • Systemic thinking and focus on continuous improvement;
  • Decision-making ability and problem-solving skills;
  • Results orientation and customer experience focus.
Benefits
  • Health insurance
  • Dental insurance
  • Life insurance
  • Meal and food allowance on the same card
  • Breakfast or afternoon snack at physical locations
  • Commuting allowance
  • Total Pass and Wellhub (access to gyms and wellness services)
  • Day off on your birthday
  • Corporate University
  • Support program for pregnant employees
  • Counseling program offering psychological, legal, financial and social guidance
  • Wedding gift
  • Duo Gourmet
  • Bernoulli Benefits Club: access to a network of partners with discounts on undergraduate and postgraduate courses, electricity bills, language courses and much more for you and your family
  • Mothers on a hybrid schedule have 100% work-from-home from the 6th month of pregnancy until the child is 1 year old
  • Fathers on a hybrid schedule have 100% work-from-home from birth until the child is 6 months old

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer serviceB2CB2Bservice metricsSLAAHTFCRCSATticket volumebacklog
Soft skills
leadershipempathetic communicationproblem-solvingdecision-makingresults orientationorganizational skillsdata-orientedsystemic thinkingcontinuous improvementengagement
Certifications
Bachelor's degree in Business AdministrationBachelor's degree in Commercial ManagementBachelor's degree in Management ProcessesBachelor's degree in CommunicationBachelor's degree in Marketing