Customer Service Supervisor

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

📋 Description

• Oversee and direct the customer service team to ensure they provide high-quality and efficient support for clients in the distributed generation sector.

• Supervise, mentor, and inspire the team, cultivating a collaborative and high-performing work environment.

• Track customer service metrics to guarantee targets are achieved while delivering an outstanding customer experience.

• Evaluate performance reports and suggest both corrective and preventive measures.

• Offer continuous feedback and facilitate the technical and professional growth of the team.

• Ensure customer service procedures are standardized in line with Popsol’s business policies and regulatory standards.

• Assist in managing critical or escalated cases, ensuring prompt and effective responses to customer inquiries.

• Identify trends and opportunities for enhancement, recommending innovations, automation, and training programs.

• Integrate Customer Service with Sales, Operations, Legal, and Finance departments.

• Engage in defining strategies aimed at boosting customer satisfaction and retention.

• Maintain ongoing communication with the department manager, reporting on outcomes, challenges, and initiatives for continuous improvement.

⛳️ Requirements

• Bachelor’s degree either completed or in progress.

• Background in customer service.

• Prior experience in supervising, coordinating, or leading teams.

• Proficient in Microsoft Office and performance report analysis.

• Familiarity with the fundamentals of distributed generation is advantageous.

• Strong leadership and people management abilities.

• Assertive communication and negotiation skills.

• Analytical mindset, excellent organizational skills, and a results-driven approach.

• Capability to manage pressure, conflicts, and urgent customer requests.

• Close collaboration with managers to ensure strategic alignment.

🏝️ Benefits

• Opportunity for professional development and training.

• Competitive salary and performance-based incentives.

• Dynamic work environment with a focus on teamwork.

• Comprehensive benefits package including health and wellness programs.