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About the role
Key responsibilities & impact- Manage the customer service team (L1 and L2), overseeing performance, daily routines, and employee development
- Ensure monitoring and progress of operational requests, guaranteeing deadlines and quality in handling
- Support the team in resolving more complex incidents and operational critical issues
- Monitor performance indicators (KPIs) and propose actions for continuous operational improvement
- Organize and distribute incoming requests among the team
- Ensure compliance with processes and operational standards
- Interface with internal teams and partners to align and advance requests
- Participate in operational meetings to ensure activity alignment and set priorities
- Support identification of improvements in processes and operational routines
- Track ticket volumes and manage queues and deadlines
- Act as the operation's focal point, supporting the team in resolving requests and ensuring smooth execution of activities
- Monitor and ensure the quality of service, working on continuous process improvements
- Contribute to internal and external communication, promoting alignment between the team, departments, and partners
Requirements
What you’ll need- High school diploma
- University degree in progress or completed (preferred) — ideally in Business Administration, Logistics, Process Management, Business Management, or related fields
- Experience leading teams or monitoring operational indicators
- Experience in customer service routines, operations, or back-office environments
- Courses or certifications in customer service, operations, process management, or leadership
- Previous experience in a call center or contact center is a plus
- Intermediate Excel skills
- Basic IT skills, comfortable with email, web navigation, and using systems
Benefits
Comp & perks- Flexible meal allowance: R$ 35.00 per day
- Health insurance (Porto Seguro or Unimed) — 100% covered for the primary member
- Dental plan (Porto Seguro or Unimed)
- Day off on your birthday
- Total Pass (gym membership benefit)
- Life insurance (Porto Seguro)
- Pharmacy discount program
- SESC membership benefit
- Home office allowance
- Potential bonus based on targets/campaigns
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Operational Standards ComplianceIncident ResolutionQueue ManagementExcel ProficiencyBasic IT Skills
Soft Skills
Employee DevelopmentCommunicationProblem-Solving
Certifications
Customer Service CertificationOperations Management CertificationLeadership Training