Customer Service Supervisor

Supervisor managing all customer service activities in the financial sector. Leading teams and optimizing processes in a hybrid work environment.

Posted 6/29/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSenior💰 R$4,800 per monthWebsite

Key responsibilities & impact

Manage all activities related to the company’s customer service, especially in a financial environment.
Coordinate and supervise customer service teams, ensuring a productive and collaborative environment.
Set clear goals and expectations (SMART objectives) for the team.
Conduct individual feedback sessions to guide, recognize and develop team members.
Hold follow-up meetings with the team and managers.
Prepare and present status reports, customer service KPIs and customer satisfaction metrics.
Organize and manage service schedules, ensuring appropriate coverage.
Oversee customer service operations across phone, chat, email and other communication channels.
Conduct quality audits and analyze service recordings.
Develop and deliver training to improve the team’s technical and behavioral skills.

What you’ll need

Proven experience supervising customer service teams
Excellent communication and interpersonal skills
Knowledge of customer service systems and CRM tools
Certifications in the financial field (such as CPA-10, CPA-20, CEA or similar) - Preferred
Previous experience at financial institutions or financial services companies - Preferred
Knowledge of compliance standards and financial market regulations - Preferred
Proficiency in data analysis and experience with BI tools - Preferred

Comp & perks

ATS Keywords

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Hard Skills & Tools

Data AnalysisCustomer Service KPIsQuality AuditsService Schedule ManagementTraining Development

Soft Skills

Excellent CommunicationInterpersonal SkillsTeam CollaborationFeedback Delivery

Certifications

CPA-10CPA-20CEA