Customer Support Team Lead

Location:
Brazil (100% Remote or Hybrid for Serra Gaúcha Residents)

Compensation Currency:
Brazilian Real (BRL)

Contract:
Permanent Full Time (CLT) - 42h/week

PLEASE ATTACH YOUR CV IN ENGLISH

People with disabilities are welcome at Cyncly

About Us

Cyncly is a leading global provider of specialized visualization, sales, manufacturing, and content software and solutions for the retail, design, and manufacturing industries. After a merger in 2021 between Compusoft, 2020 Technologies, and their affiliates, Cyncly brings over 35 years of industry experience. We provide a connected platform of configure, price, quote (CPQ) software, online space planning, computer-aided design (CAD) applications, business process management, manufacturing execution systems, and enterprise resource planning (ERP).

Cyncly serves more than 70,000 customers across 100 countries, with operations spanning North America, Europe, South America, Asia Pacific, and Africa. We are committed to fostering an inclusive and diverse environment where all perspectives are valued and celebrated.

About the role

We are seeking a highly technical and resilient Team Leader to lead our Flooring Support Team serving our North American customers. This is a critical leadership role responsible for managing and developing a team of support specialists, ensuring exceptional service delivery, and driving technical excellence. You will be hands-on—working closely with ERP systems, developing product expertise, and acting as a subject matter expert (SME) while fostering a culture of accountability, collaboration, and continuous improvement.

This position is ideal for a leader who thrives in a fast-paced technical environment, is motivated to solve complex challenges, and has the determination to deliver results for our customers.

Main responsibilities

Leadership & People Management

• Lead, coach, and inspire a team of 1st and 2nd line technical support specialists serving the North American Flooring customer base.
• Foster a culture of motivation, resilience, and continuous improvement.
• Conduct regular 1:1s, performance reviews, and coaching sessions to develop technical and customer service skills.
• Monitor and manage attendance, productivity, and adherence to processes, addressing issues promptly and constructively.
• Build a team mindset focused on ownership, collaboration, and delivering results.

Operational Excellence & Technical Oversight

• Act as a technical escalation point for ERP-related issues and other complex technical challenges.
• Become a Subject Matter Expert (SME) in our Flooring ERP product suite, including functionality, integrations, and reporting.
• Oversee daily ticket queues to ensure timely and high-quality resolution in line with SLAs.
• Drive the investigation and resolution of escalated customer incidents with urgency and precision.
• Champion process improvements, knowledge base growth, and best practice adoption across the team.
• Partner with Product, Development, and Implementation teams to address recurring technical issues and enhance the product.

Customer & Stakeholder Engagement

• Maintain strong relationships with internal and external stakeholders to ensure alignment and satisfaction.
• Lead regular stakeholder meetings, providing updates on performance, escalations, and improvement initiatives.
• Ensure customer feedback is captured, analysed, and acted upon to improve the customer experience.

Required qualifications

• Proven track record in a technical support leadership role, preferably within an ERP or software support environment.
• Strong technical aptitude with the ability to understand complex systems, workflows, and data structures.
• Hands-on experience supporting or administering ERP solutions.
• Excellent problem-solving skills and ability to work under pressure in high-volume, time-sensitive situations.
• Resilient, motivated, and capable of leading a team through challenges and change.
• Outstanding communication and interpersonal skills to engage effectively with technical and non-technical audiences.

Nice to have:

• Experience in accounting or supporting accounting-related modules within ERP systems.
• Familiarity with database queries, system integrations, and reporting tools.
• Prior experience in the flooring, construction, or manufacturing industries.

What we can offer you at Cyncly

• National Medical Health Plan (Unimed);
• National Dental Assistance (Unimed);
• Maternity & Paternity extension leave;
• Life Insurance;
• Meal/ Restaurant allowance (Alelo Tudo);
• Home office allowance (if applicable);
• Education Platforms and training funding;
• Gympass, Zenklub (Health app) and Guapeco (Pet Plan);
• Annual Profit Sharing Program;
• Education allowance;
• DayOff as a birthday gift;
• Agreement with pharmacies, restaurants and theaters.

Working for us

We are a dynamic and innovative company that still holds onto our founding ethos of collaboration, openness, and commitment to excellence. We have big ambitions, and we are moving fast to reach them through our biggest asset – our people.

You can expect to work in a supportive and nurturing environment, with experts in their fields who strive for quality and excellence without compromising others. We also believe in a flexible and autonomous working environment, focused on the continual growth of our employees.

Our teams recognize that all people come with a wealth of experience and talent beyond just the technical requirements of the position. Diversity of experience and skills combined with passion is a key to innovation and brilliance, so we encourage candidates from all backgrounds to apply to our roles.

Come and join an international and motivated team in a growing technology company.