Escalation Manager
Palo Alto Networks
SwitchingTableau
Team Manager
Flutter International
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇧🇷 Brazil
Visit company websiteJob Level
Junior
About the role
- Oversee the day-to-day operations of the customer support team, ensuring smooth and efficient 24/7 service.
- Monitor performance metrics and ensure compliance with company policies and procedures.
- Provide regular reports and operational updates to the CSO Senior Manager.
- Analyze data to identify trends and areas for improvement, presenting actionable insights to senior management.
- Develop and mentor team leaders, escalation managers and agents to enhance their leadership skills and operational expertise.
- Foster a positive and engaging work environment that promotes teamwork and collaboration.
- Ensure that the team adheres to the highest standards of customer service and support.
Requirements
- Proven experience managing a customer support team, ideally in a 24/7 environment.
- Fluency in English and Portuguese.
- Strong leadership skills to motivate, develop, and inspire a team.
- Excellent verbal and written communication, with the ability to present data clearly.
- Strong analytical skills with a focus on continuous improvement.
- Proficiency with customer support software and Microsoft Office Suite.
Benefits
- Discretionary annual performance bonus
- 13th Month Payment
- Annual Salary Increase
- Health and dental insurance for you, your partner and your children (if you all live at the same address)
- Personal life insurance and income protection
- A personal interest allowance to let you learn something new or pursue a hobby
- Employee Assistance Programme
- Transportation and Childcare Allowance
- Meal Vouchers
- Maternity Leave - 26 weeks paid, Paternity Leave 4 weeks paid
- External learning support of up to £2,000 or equivalent in local currency, dedicated 4 learning “Power Hours” every month during office time, full access to the Udemy and Mindtools platforms, in-house leadership program and many other training opportunities for developing your skills and progressing your career
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisperformance metricscustomer support managementcontinuous improvement
Soft skills
leadershipteam motivationcommunicationmentoringteamworkcollaborationanalytical thinking
