This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Team Leader – Customer Support & Operations based in Brazil.
The Team Leader – Customer Support & Operations will play a key role in ensuring operational excellence and delivering a high-quality customer experience within a fast-paced remote environment.
This position is responsible for guiding frontline support teams, improving workflows, and creating a culture of accountability, autonomy, and continuous improvement.
The ideal candidate is a proactive leader who can solve problems independently, support team performance, and make informed decisions without constant supervision.
You will oversee daily operations, analyze performance metrics, coach team members, and help build scalable processes that improve efficiency.
This is an opportunity to make a direct impact on customer satisfaction while contributing to the growth of an innovative digital healthcare environment.
The role requires strong communication skills, operational discipline, and the ability to thrive in a dynamic, globally distributed team.
Accountabilities
The Team Leader – Customer Support & Operations will own the day-to-day performance of the customer support team during U.S. business hours, ensuring smooth operations, strong service standards, and continuous team development.
- Manage daily team operations, including coverage planning, attendance tracking, workflow distribution, and ensuring consistent service delivery.
- Monitor key performance indicators such as response times, customer satisfaction scores, and quality metrics to identify improvement opportunities.
- Act as the first point of contact for complex customer issues, agent questions, and operational challenges, providing solutions and guidance.
- Coach and mentor support agents to improve performance, customer communication, problem-solving skills, and independence.
- Ensure adherence to standard operating procedures, workflows, and service expectations while identifying opportunities for process improvements.
- Analyze operational data and provide leadership with meaningful insights, recommendations, and action plans.
- Support the development of scalable customer support processes and contribute to operational efficiency initiatives.
- Create a positive team environment based on accountability, collaboration, ownership, and continuous learning.
Requirements:
The ideal candidate is an experienced customer support professional with leadership experience and a strong ability to operate independently in a fast-moving environment. This role requires excellent communication, problem-solving skills, and a proactive approach to team management.
- 4+ years of experience in Customer Support, with at least 2 years in a leadership, team lead, or mentoring role.
- Proven ability to manage remote teams and maintain strong performance without close supervision.
- Strong ownership mindset with the ability to take initiative, solve problems, and make decisions within established guidelines.
- Excellent written and verbal English communication skills.
- Experience analyzing support metrics, quality indicators, and operational performance data.
- Ability to coach team members and help them become more autonomous and effective.
- Strong organizational skills with high reliability, accountability, and attention to detail.
- Comfortable working U.S. business hours.
- Stable internet connection and a suitable remote working environment.
- Experience with SaaS platforms, telehealth environments, CRM systems, or other technology-driven customer support operations is a plus.
Benefits:
- Fully remote work environment with flexibility to work from home.
- Opportunity to join a global, distributed team focused on innovation and operational excellence.
- High-impact role where your leadership directly influences customer experience and business growth.
- Growth opportunities, including potential progression into broader operations leadership roles.
- Culture built around ownership, autonomy, collaboration, and continuous improvement.
- Opportunity to help shape processes and systems within a growing organization.
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