Customer Support Coordinator – Accounting, Payroll

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

📋 Description

• Provide outstanding customer support for accounting, payroll, and ContaJá platform-related inquiries.

• Supervise and manage the operations of the customer support team, ensuring organization, productivity, and quality standards are met.

• Distribute requests according to volume, complexity, priority, and the team's workload.

• Analyze support metrics to detect deviations, bottlenecks, and areas for enhancement.

• Monitor SLA compliance and proactively address requests that may be at risk of delays.

• Evaluate data and suggest initiatives aimed at boosting productivity, response times, resolution rates, and overall customer satisfaction.

• Assess individual and team performance, providing guidance and constructive feedback.

• Assist in the establishment of goals, metrics, and actionable plans.

• Address complex cases and provide assistance to the team with accounting, tax, payroll, and customer support inquiries.

• Transform recurring questions and concerns into FAQs, guides, procedures, and workflows.

• Ensure that processes and guidance are current and standardized.

• Lead or contribute to technical and soft-skills training initiatives.

• Identify training requirements based on observed errors, metrics, and challenges faced.

• Collaborate with other departments to address recurring issues and enhance processes that impact customers.

• Ensure the effective usage of the team's tools and systems.

• Promote ongoing improvement in processes, efficiency, autonomy, and support quality.

• Foster the development of team members through regular 1:1 meetings, maintaining individual development plans (IDPs), and performance evaluations.

⛳️ Requirements

• Proficient in ticketing and customer support systems like Tiflux, Zendesk, or similar platforms.

• Experience in managing and analyzing support metrics, including SLA, average handling time (AHT), first response time, resolution rate, backlog, reopen rate, and customer satisfaction.

• Advanced skills in Excel and/or Power BI.

• Understanding of customer support operations management and request assignment processes.

• Familiarity with team and task management tools such as Trello, ClickUp, or comparable platforms.

• Strong knowledge of accounting and tax processes as they relate to customer support.

• Familiarity with essential payroll processes, including payroll processing, onboarding, offboarding, and basic labor compliance obligations.

• Capability to create FAQs, manuals, guides, scripts, and customer support workflows.

• Knowledge of training and team development in both technical and customer support areas.

• Ability to rapidly learn and utilize proprietary systems and new technology tools.

• Bachelor's degree in Accounting or Business Administration.

• Postgraduate degree and/or specialization in Accounting, leadership, or data analysis is preferred.

🏝️ Benefits

• Caju Benefits Card – BRL 700 per month to use as you wish, with no payroll deduction and retained during vacation.

• Unimed Health Plan – fully covered by ContaJá, with copayment only when utilized.

• Dependents (spouses and children) can be added at a cost fully borne by the employee.

• Birthday Day Off.

• Wellhub (formerly Gympass) – access to gyms and wellness platforms.

• Telepsychology – up to 2 complimentary sessions per month.

• Telenutrition – up to 2 free consultations per month.

• 15% discount on laboratory tests within the Dasa network.

• 30% discount on generic medications and 20% discount on brand-name medications at the Pague Menos network.

• Partnership with Estácio for academic development.

• ImpulsoJá Career Plan.

• Gamification program with virtual coins that can be exchanged for prizes, event participation, gifts, and more.