Customer Support Team Lead

Há 2 dias


São Paulo, São Paulo, Brasil Matific Tempo inteiro

**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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