This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Operations Support Lead based in Brazil.
The Operations Support Lead will be responsible for driving operational excellence across support teams, ensuring reliable service delivery and strong customer outcomes.
This role combines team coordination, incident management, process improvement, and stakeholder collaboration within a fast-paced technology environment.
The ideal candidate will help build scalable support operations by improving workflows, optimizing performance, and fostering a culture of ownership and continuous improvement.
You will act as a key connection point between customers, product, engineering, and operations teams, ensuring clear communication and effective resolution of challenges.
This position requires strong operational discipline, excellent communication skills, and the ability to manage priorities in a dynamic global environment.
The role offers the opportunity to influence support strategy, introduce innovative solutions, and contribute directly to improving customer experiences.
Accountabilities:
The Operations Support Lead will oversee daily support operations, ensuring service quality, SLA compliance, and continuous improvement across processes, tools, and team performance. The role requires strong coordination skills, operational ownership, and the ability to create alignment between multiple stakeholders.
- Coordinate support team operations, including shift planning, coverage management, handovers, and service continuity.
- Support team organization, onboarding activities, access provisioning, and operational routines to maintain effective delivery.
- Lead incident management activities, coordinating stakeholders during operational bridges and ensuring structured escalation processes.
- Monitor key operational metrics, including SLA performance, backlog, ticket aging, response times, resolution times, and customer satisfaction indicators.
- Review support tickets to ensure accuracy, quality, completeness, and alignment with established service standards.
- Create, maintain, and improve operational documentation, including SOPs, troubleshooting guides, playbooks, and runbooks.
- Identify workflow improvements and implement initiatives that increase efficiency, reliability, and customer satisfaction.
- Use AI-powered support tools, automation solutions, and data insights to improve incident resolution and operational processes.
- Mentor team members on effective use of support technologies and encourage innovation through continuous improvement practices.
- Serve as the main point of contact for stakeholders, providing clear updates on incidents, risks, priorities, and operational performance.
- Prepare performance reports, insights, and improvement recommendations for leadership teams.
- Maintain governance standards, documentation readiness, and compliance with internal policies and operational frameworks.
Requirements:
The ideal candidate has experience in support operations, service delivery, or technical support coordination, with strong communication skills and the ability to manage complex operational environments. This role requires a structured, proactive professional who can balance people leadership, process management, and business priorities.
- Fluent English communication skills and advanced Spanish proficiency, both written and spoken.
- Proven experience in Support Operations, Service Delivery, IT Support, or similar operational coordination roles.
- Experience managing ticketing systems, incident processes, escalations, and SLA governance.
- Ability to coordinate team schedules, coverage plans, and operational workflows.
- Strong data-driven mindset with experience defining KPIs, analyzing performance, and creating improvement strategies.
- Excellent stakeholder management and cross-functional collaboration skills.
- Ability to communicate clearly with technical teams, customers, and senior leadership.
- Experience with ITSM or ticketing platforms such as ServiceNow, Jira Service Management, Zendesk, or similar tools.
- Familiarity with documentation and reporting tools such as Confluence, SharePoint, Excel, Google Sheets, or BI platforms.
- Knowledge of incident, problem, and change management practices.
- Experience working with global teams, multi-time-zone operations, or shift-based support environments is a plus.
- Familiarity with ITIL concepts is desirable.
- Strong ownership, attention to detail, prioritization, critical thinking, and adaptability in changing environments.
Benefits:
- Performance-based bonus opportunities.
- Attendance bonus opportunities.
- Private pension plan.
- Meal allowance.
- Health, dental, and life insurance.
- Medicine discounts.
- Well-being benefits through wellness partnerships.
- Childcare assistance.
- Discounts on products and partner programs.
- Scholarship and professional development support.
- Access to language learning and training platforms.
- Transportation allowance.
- Flexible and collaborative work environment.
- Opportunity to work in a global technology-driven organization with career growth opportunities.
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