Support Coordinator

Há 1 dia

Brasil Draiver Tempo integral

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We are seeking a dynamic and experienced Support Coordinator to lead our team of support specialists in a fast-paced 24/7 operations environment. The Support Coordinator will be responsible for overseeing the day-to-day operations of the support team, ensuring that our clients receive timely and high-quality assistance at all times. This role requires strong leadership skills, a customer-centric approach, data driven decision on day-to-day and the ability to thrive in a high-pressure environment. This role requires excellent communication skills, attention to detail, and a commitment to providing exceptional support to our clients. Main Responsibilities
• Lead and supervise a team of support specialists, providing guidance, support, and feedback as needed
• Develop and implement policies, procedures, and best practices to ensure efficient and effective operations
• Monitor team performance and productivity, and take proactive measures to address any issues or gaps
• Coordinate staffing schedules to ensure adequate coverage for 24/7 operations, including nights, weekends, and holidays
• Conduct regular training sessions and performance evaluations for team members to enhance skills and knowledge
• Act as a point of escalation for complex or escalated customer issues, and provide resolution as needed
• Monitor performance KPIs for the team and the general support operations
• Deep dive over issues not solved as a first touch to develop together with ops and tech best solution
• Excellence in process documentation, owning to create flows and process for unplanned process
• Collaborate with other departments to identify and address systemic issues affecting customer satisfaction
• Maintain accurate records of support activities, including tickets, resolutions, and customer interactions
• Be the voice and advocate of our clients with other stakeholders of the company
• Create team goals, according to the company KPIs and provide guidance how to achieve Main Requirements
• Proficiency in English, Portuguese and Spanish are a plus
• Minimum of 2 years in a supervisory or leadership role in time sensitive operations
• Previous experience in startups is a plus, in particular with hyper growth and uncertain environment
• Proven leadership skills, with the ability to motivate and inspire team members to achieve goals and objectives
• Strong interpersonal and communication skills, with the ability to interact effectively with clients, team members, and stakeholders at all levels
• Excellent problem-solving skills and the ability to think quickly and strategically in high-pressure situations
• Excellence in process mapping and creation
• Proficiency in customer support software and tools, such as ticketing systems, CRM platforms, and knowledge bases
• Ability to multitask and prioritize tasks effectively in a fast-paced environment
• Knowledge of industry regulations and compliance standards related to customer support operations
• Familiarity with KPIs and data-driven decision-making
• Graduated in higher education or actively pursuing a degree
• Strong organizational skills, maintaining accurate records of driver interactions and issue resolutions

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Support Coordinator

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