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This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Coordenação de Suporte– Customer Success based in Brazil.
This is a leadership role focused on driving excellence in customer support operations, ensuring high-quality, data-driven service delivery across multiple channels. You will lead a frontline support team, guiding performance, developing talent, and ensuring the consistent achievement of key operational KPIs such as SLA, CSAT, and resolution rates. The role sits at the intersection of people leadership, operational management, and customer experience, requiring both strategic oversight and hands-on involvement in complex situations. You will play a key part in continuously improving support processes and ensuring scalability and efficiency across the operation. The environment is dynamic, fast-paced, and highly collaborative, with a strong emphasis on data, ownership, and continuous improvement. This is an opportunity to directly impact customer satisfaction and contribute to the evolution of a high-growth digital support organization.
Accountabilities:
Lead and develop a high-performing Customer Support team, ensuring operational excellence and strong customer experience across all service channels.
- Manage and mentor a team of up to 10 support professionals, fostering engagement, performance, and professional growth
- Monitor and ensure achievement of key KPIs such as SLA, First Contact Resolution, CSAT, and productivity metrics
- Conduct structured management routines including 1:1s, performance reviews, and feedback sessions driven by data insights
- Act as a hands-on leader during critical or high-complexity cases, supporting the team in resolving customer issues
- Identify, design, and implement continuous improvements in processes, workflows, and service delivery standards
- Collaborate with cross-functional teams to enhance customer experience and operational efficiency
- Promote a culture of accountability, learning, and high performance within the support organization
Requirements:
This role requires strong leadership experience in customer support or service operations, with a focus on performance management and team development.
- Proven experience leading customer support or customer success operations teams
- Strong understanding of operational KPIs and performance management in support environments
- Data-driven mindset with the ability to analyze metrics and translate insights into actions
- Experience structuring processes, workflows, and operational documentation
- Strong communication skills with an empathetic and people-oriented leadership style
- Ability to work in fast-paced environments with urgency, ownership, and problem-solving focus
- Experience in SaaS, technology, or startup environments is a strong plus
- Familiarity with tools such as Salesforce Service Cloud and BI/reporting tools is desirable
- Experience managing remote or hybrid teams is a plus
- Strong organizational skills and ability to balance strategic and operational priorities
Benefits:
- Competitive compensation package aligned with market standards
- Health, dental, and wellness benefits (varies by policy)
- Flexible work arrangements with remote or hybrid possibilities
- Professional development and continuous learning opportunities
- Dynamic and collaborative work environment focused on growth and innovation
- Opportunities for career progression within a large and evolving organization
- Supportive culture emphasizing diversity, inclusion, and employee well-being
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