Customer Care Shift Manager

Há 12 horas

Itapecerica da Serra, São Paulo, Brasil beBeeLeadership Tempo inteiro US$70.000 - US$90.000
Customer Support Lead Role

This is an exceptional opportunity to oversee shift performance, onboard and coach new agents, and ensure top-notch support delivery through structured quality assurance and continuous feedback.


Key Responsibilities:
  • Training & Onboarding
    • Develop and facilitate training sessions on tools, processes, and product updates.
    • Maintain and update training documentation in collaboration with the knowledge team.
  • Quality Assurance & Coaching
    • Oversee QA process across all support channels.
    • Review interactions, identify coaching opportunities, and provide timely feedback.
  • Shift Ownership & Escalation Management
    • Act as shift lead and first point of escalation during assigned shifts.
    • Monitor real-time queues, reassign tasks, and ensure SLA adherence.
  • Process & Performance Improvement
    • Identify gaps in workflows or training and recommend improvements.
    • Support creation and updates to team protocols, templates, and documentation.
  • Reporting & Communication
    • Create and maintain shift and QA reports for leadership review.
Requirements:
  • 5+ years of experience in customer support, with at least 1 year in a leadership, QA, or training role.
  • Background in food delivery, hospitality, or restaurant tech preferred.
  • Experience training and coaching team members in a fast-paced, service-oriented environment.
  • Strong written and verbal communication in English.
  • Proficiency with tools such as Hubspot, Slack, Google Workspace, Intercom, Guru, or similar platforms.
Benefits:
  • Competitive Compensation Package.
  • Flexible Work Environment.
  • 10 Paid Personal/Vacation Days.
  • 5 Paid Sick Days.
  • Monthly Wellness Stipend.
  • Quarterly Team Dinners & Events.

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