Customer Support Team Lead
Há 2 dias
**ROLE SUMMARY**
We are looking for an experienced Customer Support Team Lead to join the Matific team in São Paulo. If you have a passion for delivering exceptional customer experiences and are skilled in [technical support](https://en.wikipedia.org/wiki/Technical_support), we want to hear from you.
As the Customer Support Team Lead, you will be responsible for leading a team of technical support representatives and proactively dealing with customer inquiries and issues. Your goal will be to provide the highest level of support to our customers while maintaining a positive and productive team environment.
**KEY RESPONSIBILITIES**
- Manage the Customer Support team and build and follow support KPIs.
- Own the Portuguese customer-facing Help Center.
- Provide technical product and service support in the educational field.
- Recommend solutions to customers.
- Plan and deliver training to staff and customers.
**REQUIREMENTS**
**SKILLS**
- Customer-centric thinking.
- Be curious, intelligent, and give attention to details.
- Take ownership of the tasks, especially the communications back and forth with external clients and internal tech teams.
- Basic (high-level) knowledge and understanding of programming.
- Problem-solving.
- MS Excel Advanced.
**OTHER REQUIREMENTS**
- Availability for hybrid work (3 days in-person and 2 days remote) in São Paulo (near MASP).
- Fluent in English (mandatory).
- Experience in management and support positions.
- Experience in SaaS.
- Minimum 6 years of experience in a management position.
- Experience in educational companies is a plus.
**BENEFITS**
We offer a unique opportunity to work with a fast-growing EdTech company and contribute to the success of our mission to provide quality education to children everywhere. As a member of our team, you will have the chance to innovate and challenge the status quo, work closely alongside seasoned entrepreneurs, and enjoy great remuneration.
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