Support Coordinator

3 semanas atrás

Rio de Janeiro, Rio de Janeiro, Brasil Draiver Tempo inteiro
We are seeking a dynamic and experienced Support Coordinator to lead our team of support specialists in a fast-paced 24/7 operations environment. The Support Coordinator will be responsible for overseeing the day-to-day operations of the support team, ensuring that our clients receive timely and high-quality assistance at all times. This role requires strong leadership skills, a customer-centric approach, data driven decision on day-to-day and the ability to thrive in a high-pressure environment. This role requires excellent communication skills, attention to detail, and a commitment to providing exceptional support to our clients.

Main Responsibilities:

- Lead and supervise a team of support specialists, providing guidance, support, and feedback as needed
- Develop and implement policies, procedures, and best practices to ensure efficient and effective operations
- Monitor team performance and productivity, and take proactive measures to address any issues or gaps
- Coordinate staffing schedules to ensure adequate coverage for 24/7 operations, including nights, weekends, and holidays
- Conduct regular training sessions and performance evaluations for team members to enhance skills and knowledge
- Act as a point of escalation for complex or escalated customer issues, and provide resolution as needed
- Monitor performance KPIs for the team and the general support operations
- Deep dive over issues not solved as a first touch to develop together with ops and tech best solution
- Excellence in process documentation, owning to create flows and process for unplanned process
- Collaborate with other departments to identify and address systemic issues affecting customer satisfaction
- Maintain accurate records of support activities, including tickets, resolutions, and customer interactions
- Be the voice and advocate of our clients with other stakeholders of the company
- Create team goals, according to the company KPIs and provide guidance how to achieveve

Main Requirements:

- Proficiency in English and Portuguese, Spanish is a plus
- Minimum of 2 years in a supervisory or leadership role in time sensitive operations
- Previous experience in startups is a plus, in particular with hyper growth and uncertain environment
- Proven leadership skills, with the ability to motivate and inspire team members to achieve goals and objectives
- Strong interpersonal and communication skills, with the ability to interact effectively with clients, team members, and stakeholders at all levels
- Excellent problem-solving skills and the ability to think quickly and strategically in high-pressure situations
- Excellence in process mapping and creation
- Proficiency in customer support software and tools, such as ticketing systems, CRM platforms, and knowledge bases
- Ability to multitask and prioritize tasks effectively in a fast-paced environment
- Knowledge of industry regulations and compliance standards related to customer support operations
- Familiarity with KPIs and data-driven decision-making
- Graduated in higher education or actively pursuing a degree
- Strong organizational skills, maintaining accurate records of driver interactions and issue resolutions

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