Customer Service Leader

We are looking for an
Customer Service Leader (Educational Projects)
with experience and passion for team management. Your mission will be to ensure that our strategic clients—private, public, and government educational projects, both nationally and internationally—achieve their goals, providing them with the support and guidance necessary for each initiative to succeed.

In this role, you will lead a team dedicated to providing exceptional service, anticipating needs, effectively resolving requirements, and promoting the renewal and growth of these strategic alliances. In addition, you must be available to travel nationally and internationally for short periods of time in order to strengthen relationships and support the execution of key projects.

Main responsibilities

• Team leadership and development: Lead, guide, and develop the customer service specialist team, ensuring they have the tools, training, and motivation necessary to provide exceptional support. Conduct regular feedback sessions and performance evaluations.
• Partner support and relationship management: Serve as the main point of contact for those responsible for private, public, and government educational projects, ensuring responsive, effective service with high quality standards.
• Project operational coordination: Act as an operational liaison with internal areas to ensure the fulfillment of commitments, the timely resolution of requirements, and the proper execution of each project.
• Growth and renewal of partnerships: Identify and execute opportunities to renew, expand, or scale existing agreements, generating additional value for the parties involved.
• Process optimization: Establish, improve, and document team workflows, implementing best practices for partner support and key performance indicator (KPI) management.
• Collaboration with other areas: Work hand in hand with the product, operations, sales, and legal teams to align support actions with the company's strategic objectives, representing the partner's voice in continuous improvement processes.
• Performance monitoring and reporting: Define and monitor key performance indicators for the team, preparing periodic reports and adjusting strategies when necessary.
• Team onboarding and training: Oversee the induction and ongoing training of team members, ensuring they are up to date on processes, partner expectations, and policy changes.
• Field support: Travel when required to support the launch of strategic projects or critical situations, representing the company in face-to-face meetings or interventions.

Skills and requirements:

• Proven experience leading customer service or project support teams, ideally in educational, government, or corporate partnership environments.
• Experience managing relationships with external partners or institutional clients, with a focus on building long-term relationships.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly.
• Strategic thinking and problem-solving skills, with a proactive approach.
• Organizational skills and ability to handle multiple projects and priorities simultaneously.
• Proficiency in technological tools, CRMs, and support platforms.
• Adaptability and resilience to work in dynamic environments with different types of stakeholders.
• Availability to travel nationally and internationally for short periods.
• English level B2 or higher.

Desirable requirements:

• Experience working with public institutions, ministries of education, NGOs, or corporate education programs.
• Knowledge of EdTech platforms, SaaS tools, or educational services.
• Proficiency with CRM tools such as Salesforce, Zendesk, Freshdesk, or similar.
• Experience coordinating projects with multiple stakeholders and measurable results.