Support Team Leader

Há 7 dias

Buenos Aires, Brasil Workana Tempo inteiro

Desde Workana, estamos buscando un/a Support Team Leader para sumarse a una compañía de tecnología líder en LATAM, en pleno crecimiento y expansión global.

La misión del área de Support es ofrecer un servicio de clase mundial , no solo resolutivo sino también consultivo, asegurándonos de brindar experiencias que superen expectativas en cada interacción con clientes y partners.

Este rol es clave porque combina liderazgo de equipos de soporte de alta performance con visión analítica y estratégica , participando activamente en proyectos de mejora de procesos y de producto.

Responsabilidades principales
  • Liderar un equipo de 6 a 12 personas, motivando, acompañando y desarrollando su crecimiento profesional.
  • Realizar seguimiento y análisis de métricas clave (CSAT, productividad, tiempos de respuesta y resolución, fraude/contracargos cuando corresponda).
  • Detectar desvíos y diseñar planes de acción para mejorar resultados.
  • Ser referente cultural, transmitiendo valores de autonomía, proactividad y mentalidad startup.
  • Identificar oportunidades de mejora en procesos y participar en proyectos específicos de escalabilidad y eficiencia.
  • Colaborar con otras áreas (Producto, Data/BI, Marketing, Comms, proveedores externos).
Requisitos
  • Experiencia mínima de 2 años liderando equipos de soporte o customer experience (excluyente).
  • Foco analítico y orientación a problem solving.
  • Autonomía, proactividad y ownership para impulsar proyectos y mejoras.
  • Excelentes habilidades de comunicación y gestión de equipos.
  • Residencia en AMBA (rol híbrido, 90% remoto con instancias presenciales puntuales).
Deseables
  • Experiencia en fintech (pagos, contracargos, fraude, KYC) y/o e-commerce.
  • Conocimientos de Zendesk u otros CRMs.
  • Manejo de metodologías ágiles o mejora continua (Six Sigma, Lean, Agile).
  • Portugués y/o inglés intermedio-avanzado.
Beneficios
  • 15 días hábiles de vacaciones desde el ingreso.
  • Ajustes salariales periódicos por inflación y performance.
  • Cobertura médica OSDE 310 para vos y tu grupo familiar.
  • Flexibilidad horaria y esquema híbrido (90% remoto).
  • Clases de portugués 100% cubiertas + examen oficial pago.
  • Equipamiento para tu home office.
  • Licencia familiar extendida.
  • Acceso gratuito a la plataforma digital para vos y tu entorno cercano.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Other
Industries
  • IT Services and IT Consulting

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