Customer Service Coordinator

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee the supervisors of the Scheduling and Validation teams, tracking outcomes, assisting in decision-making, and fostering leadership development.

• Establish operational strategies to ensure adherence to SLAs, productivity goals, quality, and service standards.

• Track operational metrics, pinpointing deviations, root causes, and opportunities for improvement, while developing and monitoring action plans.

• Ensure supervisors effectively lead their teams, encompassing task allocation, performance tracking, feedback, development, and management of operational routines.

• Conduct regular meetings with supervisors to assess results, align priorities, and establish corrective and preventive measures.

• Supervise scheduling activities for installations, maintenance, and removals, ensuring appropriate prioritization of requests and adherence to deadlines agreed upon with clients.

• Guarantee the quality of the service order validation process, ensuring technical and administrative compliance, as well as adherence to internal protocols.

• Address operational escalations, assisting supervisors in resolving critical cases, incidents, and complex requests.

• Develop and standardize processes, operational workflows, and performance metrics, encouraging continuous improvement and enhancing operational efficiency.

• Prepare and present management reports, performance analyses, and action plans to management and the executive board.

• Collaborate effectively with Operations, Customer Service, Technical Support, Logistics, Sales, Implementation, Quality, and Technology teams to ensure process integration and prompt resolution of requests.

• Ensure compliance with internal policies, quality benchmarks, information security standards, and operational procedures.

• Participate in defining operational capacity, team sizing, vacation scheduling, absence management, and other activities related to operations management.

• Lead continuous improvement initiatives, process automation, and workflow optimization for the Scheduling and Validation departments.

• Act as the primary support contact for supervisors, encouraging metrics-driven management, customer orientation, operational excellence, and team development.

⛳️ Requirements

• Bachelor's degree in Administration, Engineering, Logistics, Information Technology, Process Management, or related disciplines.

• A minimum of 2 years’ experience in relevant roles managing Support, Customer Service, or Customer Success operations.

• Proven experience in leading and developing supervisors and operational teams.

• Familiarity with performance indicators (KPIs) management, target establishment, and action plan development.

• Understanding of SLA management, productivity metrics, quality assurance, backlog management, and operational capacity.

• Experience in planning and monitoring scheduling and service validation operations.

• Proficient in data analysis tools and management report preparation, particularly Microsoft Excel (intermediate/advanced) and PowerPoint.

• Knowledge of shift/schedule management, team sizing, and operational planning.

• Experience in conducting management meetings, tracking performance, and presenting results.

• Critical analytical skills to identify root causes and implement corrective and preventive measures.

• Familiarity with people management methodologies, including feedback, performance evaluation, team development, and competency-based management.

• Understanding of customer experience principles with a focus on continuously improving the customer journey.

• A postgraduate degree or MBA in People Management, Project Management, Operations Management, or related fields is considered advantageous.

🏝️ Benefits

• Health insurance

• Dental insurance

• Complimentary breakfast

• Employee discount club

• Pharmacy discount program

• Profit sharing (PLR)

• On-site cafeteria

• Life insurance

• Food allowance

• Meal voucher

• Transportation allowance

• Parking

• Fuel allowance

• Wellhub (formerly Gympass)

• Zenklub

• Education Incentive Program

• Flexible schedule - 8 hours/day