Customer Support Team Lead (Spanish Speaker - Night Shift)

You will help drive operational excellence across customer support by developing team capabilities, improving workflows, and ensuring strong customer outcomes. The role combines hands-on coaching with data analysis, incident leadership, and collaboration across the wider organization.

• Coach and support customer service agents in resolving complex cases and applying support policies and tools effectively.


• Build team capability to independently resolve complex customer issues through active monitoring, targeted training, and effective delegation.


• Analyze performance trends and customer behavior to identify product gaps, recurring issues, and opportunities for improvement.


• Conduct root-cause analyses and use data to improve resolution rates and overall customer outcomes.


• Continuously optimize team workflows and collaborate with Workforce Management, Quality Assurance, Knowledge Management, and other teams to remove operational blockers.


• Lead incident resolution, coordinating communication with affected customers, internal stakeholders, and senior support leadership.


• Monitor key performance indicators such as Resolution Rate, Handling Time, Quality, and Adherence.


• Provide real-time coaching and guidance to help team members meet service standards and performance objectives.


• Oversee daily operational execution, applying critical thinking to solve problems and connect individual performance with broader business objectives.


• Monitor the accuracy of automated customer triage and collaborate with Product teams to improve AI-driven intent mapping.


• Contribute to global projects and taskforces that support operational change and align local team execution with broader strategic priorities.

Requirements

We’re looking for a proactive, analytical, and customer-focused leader who can combine strong communication with data-driven decision-making. You should be comfortable working in an international environment, coaching others through complex situations, and taking ownership of operational challenges.

• Fluency in English and Spanish is mandatory.


• Portuguese proficiency is a plus.


• 2+ years of experience in a customer-facing support role, ideally within banking, technology, telecommunications, or an international contact center.


• Strong proficiency with Google Business Suite and Slack.


• Experience using AI-driven customer support tools.


• Knowledge of prompt engineering and data visualization tools for independently analyzing team-level trends.


• Strong analytical and problem-solving skills.


• Self-starter mindset with a proactive, solution-oriented approach and strong sense of ownership.


• Ability to coach, delegate, prioritize, and support team members effectively.


• Strong understanding of customer expectations and service quality principles.


• Deep awareness of data security best practices.


• Comfortable working in a fast-paced, international, and cross-functional environment.


• Ability to communicate clearly with customers, support teams, senior leaders, and other stakeholders.

Benefits

• Base salary of BRL 10,100 + 20% night-shift premium, with the premium calculated on hours worked during the month.


• Fully remote work after the initial training period.


• Position available to candidates residing in the Greater São Paulo area.


• Monday to Friday schedule from 1:00 AM to 10:00 AM after training.


• First 15 days of training from 9:00 AM to 6:00 PM.


• RSUs in a rapidly growing international technology company.


• Flexible working model.


• Annual self-development budget.


• Health and dental allowance for employees and dependents.


• Company-paid life insurance and Employee Assistance Program (EAP).


• 30 days of annual vacation.


• 3 annual “Me” days and 1 volunteer day.


• Paid 6-week sabbatical after four years with the company.


• 8 weeks of paid parental leave after one year, plus childcare assistance.


• Transportation vouchers.


• Monthly food voucher of BRL 730.


• Monthly meal voucher of BRL 1,188.


• TotalPass access to thousands of gyms and studios throughout Brazil.


• Opportunity to work in a diverse, international, equitable, and inclusive environment.


• Exposure to customer support operations, data-driven performance management, AI-enabled tools, and global projects.