Customer Care Manager Role

Há 3 dias

Curitiba, Paraná, Brasil beBeeCare Tempo inteiro R$60.000 - R$100.000
Customer Care Team Lead Job Description

This is a challenging and rewarding role that requires strong leadership skills, a passion for people development, and a commitment to quality assurance. As a Customer Care Team Lead, you will be responsible for overseeing shift performance, onboarding and coaching new agents, and ensuring exceptional support delivery through structured QA and continuous feedback.

Key Responsibilities:
  • Shift Performance Oversight: Monitor real-time queues, reassign tasks, and ensure SLA adherence during assigned shifts.
  • New Agent Onboarding: Develop and facilitate training sessions on tools, processes, and product updates; maintain and update training documentation in collaboration with the Knowledge & Playbook team.
  • Quality Assurance & Coaching: Oversee QA process across all support channels (chat, email, phone, WhatsApp); review interactions, identify coaching opportunities, and provide timely feedback.
  • Process Improvement: Identify gaps in workflows or training and recommend improvements; support creation and updates to team protocols, templates, and documentation.
Requirements:
  • Leadership Experience: 5+ years of experience in customer support, with at least 1 year in a leadership, QA, or training role.
  • Skillset: Strong written and verbal communication in English; proficiency with tools such as Hubspot, Slack, Google Workspace, Intercom, Guru, or similar platforms.
  • Education & Background: A background in food delivery, hospitality, or restaurant tech is preferred.
What We Offer:
  • Competitive Compensation Package: Strong compensation package including flexible work environment.
  • Benefits: 10 paid personal/vacation days, 5 paid sick days, monthly wellness stipend, quarterly team dinners & events.

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