Senior Customer Support Lead

Há 6 dias


São Paulo, São Paulo, Brasil beBeeCustomerService Tempo inteiro R$80.000 - R$140.000

Job Role

We are looking for a Customer Service Desk Manager to lead our team. The successful candidate will be responsible for overseeing customer support operations, ensuring exceptional service delivery, and driving business excellence.

Responsibilities

  1. Manage a team of customer support agents, setting clear objectives and monitoring progress to meet performance targets.
  2. Provide regular feedback, recognize individual and team achievements, and foster a positive work environment.
  3. Analyze manpower reports, team schedules, and ensure compliance with labor laws.
  4. Address system-related issues in a timely manner.
  5. Navigate internal and external communications effectively.
  6. Promote the company's interests professionally in all interactions.
  7. Foster problem-solving and consensus-building within the team.
  8. Present results to stakeholders during meetings.

Requirements

  • Bachelor's degree in a relevant field or extensive experience in corporate training and development.
  • At least 1 year of experience in a similar role, preferably in a customer-facing environment.
  • Strong knowledge of customer service operations, including inquiry handling, problem-solving, and customer satisfaction strategies.
  • Excellent communication skills in English (C1 level) and proficiency in Brazilian Portuguese, with strong computer literacy.

Additional Responsibilities

  • Support risk management tasks and collaborate with dedicated teams on complex cases.
  • Assist in managing operational projects and ensure timely delivery.
  • Communicate project status, risks, and issues verbally and in writing.

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