Customer Service Supervisor

Kovi

Supervisor leading the customer service team at Kovi, enhancing customer resolutions and experience in mobility services. Responsibilities include team support, complex issue management, and operational reporting.

Posted 7/7/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Supervise the customer service team, guiding them to provide the best resolution options for issues presented by customers;
Intervene in more complex contacts, turning negative experiences into positive ones through service;
Have in-depth knowledge of our plans, processes and business model to clarify doubts;
Establish team follow-up routines (individual and/or group);
Prepare operational tracking reports with relevant KPIs and explanations for achievement/non-achievement;
Act as the spokesperson for our drivers, compiling opportunities to be raised with leadership so we remain focused on improving the driver experience with Kovi;
Collaborate on the creation and improvement of processes and actions that optimize the driver experience;
Work according to the defined schedule, remaining available to provide excellent service to our drivers and the customer service team.

Requirements

What you’ll need

Experience leading teams, preferably teams that handle critical channels or Reclame Aqui;
Practical knowledge of automotive maintenance and vehicle repair is a plus;
Strong communication skills and ability to resolve conflicts;
Ability to work independently and solve problems quickly;
Experience developing and implementing customer service policies and procedures;
Hybrid work model, with in-office presence at least three times per week.

Benefits

Comp & perks

Birthday day off: On your special day you receive a day off to celebrate however you wish.
Life insurance: To take care of our greatest asset: our Kovers.
Health plan: It’s important to take care of your health and well-being.
Dental plan: So you can keep that great smile!
Flash Card: Your meal and/or food allowance on a single card — after all, you can’t function on an empty stomach!
Transportation voucher or fuel voucher: The choice of how you get around is yours.
Parents and children: Daycare assistance, extended maternity leave of 180 days and extended paternity leave of 20 days.
Wellhub: All Kovers are entitled to exercise with part of the cost subsidized by Kovi.
Kovenção: The company-wide meeting where Kovi leadership updates everyone on the status of the business.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

Customer Service Policy DevelopmentOperational TrackingKPI AnalysisProcess ImprovementAutomotive Maintenance Knowledge

Soft Skills

Strong Communication SkillsProblem SolvingIndependence