Support Coordinator – Customer Success

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

📋 Description

• Guarantee exceptional performance within the support team and ensure customer success in every engagement.

• Maintain a high standard of technical proficiency and service quality across chat, WhatsApp, email, and video conferencing.

• Monitor individual performance metrics and assist in the growth of each team member.

• Manage a team of up to 10 Heroes using data-driven approaches, including conducting one-on-one meetings, performance evaluations, and providing constructive feedback.

• Recruit, nurture, and retain top-tier talent.

• Oversee operational KPIs such as Service Level Agreements (SLA), Average Handling Time (AHT), response times, productivity levels, and Customer Satisfaction (CSAT).

• Facilitate team rituals, oversee scheduling and capacity management, and anticipate changes in support demand.

• Serve as a technical and methodological guide during crises or high-risk situations.

• Spearhead projects aimed at continuous improvement and operational efficiency.

• Bridge connections between Support and departments like Customer Success, Customer Experience, Operations, Finance, and Enablement.

• Scale operations leveraging data and AI, integrating technology-driven strategies with human support.

⛳️ Requirements

• Proven experience in leading teams and managing customer support operations, with a successful history of meeting targets and KPIs.

• Background in technology firms, startups, or dynamic environments.

• Experience in managing remote or hybrid teams, implementing rituals that enhance connection and engagement from a distance.

• Strong technical expertise in both written and voice support channels.

• Understanding of the Customer Support and Customer Success landscape.

• A combined experience in Technology and People Management/Leadership will be advantageous.

• Familiarity with AI applications in leadership will be a plus.

• Experience in multi-product Technical Support, preferably having at least one year of managing teams in this context, will be beneficial.

• Proficiency in Salesforce Service Cloud and advanced skills in Google Sheets or Business Intelligence tools will be an advantage.

• Extensive knowledge of contemporary multichannel support methodologies and playbooks will be considered a plus.

🏝️ Benefits

• Comprehensive Well-Being support, offering self-care resources across emotional, financial, physical, occupational, and social dimensions.

• Commitment to diversity, inclusion, belonging, and respect for diverse perspectives.

• A culture of continuous learning that promotes ownership and professional development.

• Freedom to pursue outcomes and challenge conventional practices.