Customer Service Supervisor – Logistics Back Office

Kalendae

Supervisor de Atendimento gerenciando equipe de backoffice logístico na São Paulo. Responsável por supervisão e melhoria contínua dos processos de atendimento.

Posted 6/30/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing customer service teams, ensuring operational efficiency, and driving continuous improvement through performance monitoring and process optimization. Proficient in handling complex incidents and fostering effective communication across departments.

Highest-signal resume keywords

Team ManagementOperational Performance MonitoringCustomer Service ExperienceProcess ImprovementKPI Tracking

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills

Operational Standards ComplianceIncident ResolutionQueue ManagementExcel ProficiencyBasic IT Skills

Soft Skills

Employee DevelopmentCommunicationProblem-Solving

Certifications & Qualifications

Customer Service CertificationOperations Management CertificationLeadership Training

Industry Keywords

Call Center ExperienceBack-Office OperationsProcess ManagementBusiness AdministrationLogistics

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