Operations Supervisor

Certisign

Supervisor(a) de Operações managing technical support operations in Brazil for a tech company. Ensuring performance metrics and team leadership in a dynamic environment.

Posted 6/12/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Lead and develop the AR Support team, fostering a results-oriented culture and continuous improvement;
Monitor operational indicators such as SLAs, AHT, quality, productivity, backlog, and tabulation;
Monitor operation dashboards in real time, taking preventive and corrective action on performance deviations;
Manage incidents, driving escalations, cross-functional communication, and follow-up until resolution;
Prepare analyses and action plans aimed at improving operational performance;
Ensure correct application of area processes and procedures;
Act as the operational interface between Certisign and the vendor responsible for Tier 1 support, ensuring alignment, delivery quality, and compliance with contracted SLAs.

Requirements

What you’ll need

Bachelor's degree in Business Administration, Process Management, Engineering, or related fields;
Experience leading technical support, customer service, or operations teams;
Proven experience managing KPIs, SLAs, and operational governance routines;
Experience with dashboard monitoring and data-driven management;
Knowledge of incident management, root cause analysis, and implementation of action plans;
Preferable experience managing vendor relationships or outsourced operations (BPO), acting as an interface between service providers and internal teams;
Familiarity with customer service tools, CRMs, and operational monitoring systems.

Benefits

Comp & perks

Meal allowance on Flash card 🍽️
Food allowance on Flash card 🛒
SulAmérica Health Insurance 🏥
MetLife Dental Insurance 😁
TotalPass 💪
Birthday day off 🎉
Childcare assistance 👶
Corporate university - UniSign 📚
Life insurance 🔒
Educational partnership 🎓
SESC agreement/benefits 🏖️
Better Maternity Program 🤱
Extended maternity and paternity leave 👪
Pharmacy card 💊
Profit-sharing (PLR) 💼

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

KPI managementSLA managementincident managementroot cause analysisdata-driven managementoperational governanceprocess managementaction plan implementationdashboard monitoring

Soft Skills

leadershipcommunicationresults-oriented culturecontinuous improvementcross-functional communication

Certifications

Bachelor's degree