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Customer Support Operations Lead
2 semanas atrás
We are seeking a seasoned leader to spearhead our customer support team in Sao Paulo, Brazil.
Job SummaryThis role involves overseeing the customer care specialists, developing their skills, and ensuring they adhere to company standards and protocols. The ideal candidate will have exceptional communication and problem-solving abilities, as well as a strong cultural awareness.
Key Responsibilities- Team leadership: Coach and develop a team of customer care specialists to improve performance over time
- Master effective communication, problem-solving, and customer-centric mindset skills
- Investigate and research complex customer requests and identify solutions or escalate issues to specialist areas for timely resolution
- Provide timely issue resolution to customers by redirecting cases to internal resources according to agreed standards and workflows
- Implement strategies to enhance customer loyalty and retention
- Conduct thorough research to resolve inquiries using company resources
- Notify customers of delays in response time as required
- Collaborate with Product and Development teams to obtain necessary customer feedback for bug fixes and product enhancements
- Streamline workflows and processes to improve efficiency
- Transform customer queries into valuable content such as articles, how-to videos, FAQs, and user manuals
- Contribute to internal support team resources, including writing canned responses and adding to the knowledge base
- Assist with specific tasks or projects during downtime, including mass-communications and ad-hoc reporting
- Help roll out new support channels on future roadmaps
The successful candidate must possess:
- Exceptional leadership, communication, and problem-solving skills
- Strong cultural awareness and ability to work effectively in a multicultural environment
- Ability to analyze complex situations and implement effective solutions
- Excellent written and verbal communication skills
As a valued member of our team, you can expect:
- Competitive compensation package
- Opportunities for professional growth and development
- A dynamic and supportive work environment
If you are a motivated and experienced professional looking for a challenging opportunity, please submit your application, including your resume and cover letter, for consideration.
