This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Supervisor(a) de Atendimento based in Brazil.
This role offers the opportunity to lead a customer service operation during a period of transformation and growth.
You will be responsible for developing teams, improving operational performance, and enhancing the customer experience.
Working in a dynamic, high-volume environment, you will collaborate with multiple areas to solve challenges and optimize processes.
The position combines people leadership, data-driven decision-making, and continuous improvement initiatives.
You will play a key role in strengthening service quality, productivity, and operational excellence.
This is an opportunity for a proactive leader who enjoys building teams and driving meaningful improvements.
Accountabilities:
The Supervisor(a) de Atendimento will be responsible for leading daily operations, developing the customer service team, and ensuring high-quality experiences through efficient processes and performance management. The role requires strong operational ownership, analytical thinking, and collaboration across different teams.
- Lead, coach, and develop the customer service team, fostering engagement, performance, and continuous growth.
- Monitor and manage operational indicators such as TPR, TAT, TEI, and CSAT, identifying opportunities to improve results.
- Support the team in solving complex cases, prioritizing demands, and maintaining service quality.
- Analyze operational bottlenecks and propose scalable solutions to improve efficiency.
- Manage high-volume customer interactions while ensuring productivity and customer satisfaction.
- Collaborate with technology, onboarding, customer success, and other internal teams to improve workflows and communication.
- Contribute to the evolution of customer service processes, structures, and operational strategies.
Requirements:
The ideal candidate has previous experience leading customer service operations, strong analytical capabilities, and the ability to manage teams in fast-paced environments. This professional should combine people management skills with operational expertise and a continuous improvement mindset.
- Previous experience leading high-volume customer service operations.
- Proven experience managing operational performance indicators such as TPR, TRT, and CSAT.
- Strong people management skills, including coaching, feedback, development plans, and performance follow-up.
- Excellent organization, time management, and prioritization abilities.
- Ability to adapt to dynamic environments and changing priorities.
- Analytical mindset with the ability to identify problems and structure effective solutions.
- Strong communication skills and ability to collaborate with multiple stakeholders.
- Experience with CRM tools such as Salesforce, Zendesk, or similar platforms is a plus.
- Experience managing multichannel customer service operations and productivity indicators is desirable.
- Interest in continuous learning, customer journeys, and process optimization.
Benefits:
- Food allowance and/or meal allowance through Flash.
- Health and dental insurance.
- Extended maternity and paternity leave.
- Childcare assistance.
- Wellness benefits through partnerships focused on physical and mental health.
- Education incentives and learning opportunities.
- Discounts on airline tickets.
- Pet health plan partnership.
- Access to educational materials for employees’ children.
- Partnerships for MBA and postgraduate programs.
- Remote work model.
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