Support Supervisor

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

📋 Description

• Oversee and mentor the Support team, ensuring that support tasks are performed in alignment with established SLAs, priorities, and quality standards.

• Strategically plan and organize the demand workflow based on criticality, business impact, priority, and the operational capacity of the team.

• Monitor and evaluate performance metrics, including SLA adherence, response and resolution times, ticket volume, productivity, resolution rates, and customer satisfaction.

• Identify discrepancies, bottlenecks, recurring issues, and key performance drivers, establishing and tracking action plans for enhancement.

• Coordinate responses to critical incidents, escalations, and situations that significantly affect customers.

• Ensure the involvement of relevant teams and maintain effective communication during incidents.

• Guarantee appropriate escalation and follow-up of requests directed to other support levels, Application Support, Infrastructure, or other relevant areas.

• Address conflicts and scenarios involving customer dissatisfaction appropriately.

• Uphold the application of support best practices and ITSM processes, particularly in incident, request, and problem management.

• Advocate for the standardization and continuous enhancement of support and service processes.

• Ensure the creation, updating, and utilization of the team’s knowledge base, procedures, and documentation.

• Manage the team by monitoring performance, delivering ongoing feedback, guiding, and supporting technical and behavioral development.

• Collaborate effectively with Services, Application Support, and Infrastructure teams to identify and resolve the root causes of recurring issues.

• Track customer satisfaction indicators and initiate continuous improvement efforts for the support experience.

• Prepare and present analyses and insights regarding operational performance, risks, trends, and opportunities for improvement.

• Support initiatives and projects focused on enhancing services, processes, and the customer experience.

⛳️ Requirements

• Bachelor’s degree in Information Systems, Computer Science, Computer Engineering, Business Administration, Technology Management, or a related field.

• Experience in systems support operations, Service Desk, Help Desk, or technical/functional support roles.

• Proven experience in leading, supervising, or coordinating support teams.

• Familiarity with ITSM processes and best practices.

• Experience in managing and monitoring SLAs effectively.

• Proficient in analyzing performance, productivity, quality, and satisfaction metrics.

• Knowledge of ticketing/Service Desk management tools.

• Understanding of incident, request, problem, and escalation management processes.

• Experience in developing and maintaining documentation and knowledge bases.

• Ability to analyze data and prepare management reports and performance indicators.

• Capacity to guide, develop, engage, and assess team performance.

• Commitment to quality, effective resolutions, and providing a positive customer experience.

• Strong and assertive communication skills with team members, customers, and various organizational areas.

• Awareness of the impact of Support operations on customers, the business, and other departments.

• Ability to interpret scenarios, identify root causes, and implement solutions.

• Decision-making skills based on criticality, impact, and business requirements.

• Maturity in managing critical situations, disagreements, and customer dissatisfaction.

• Proficient in managing operational demands, resources, priorities, and commitments.

• Ability to anticipate problems, identify opportunities, and propose enhancements.

• Comfortable collaborating and developing solutions with other departments.

• Dedication to SLAs, quality, operational efficiency, and customer satisfaction.

• ITIL knowledge is an advantage.

• Experience in technology, software, ERP companies, or mission-critical systems environments is a plus.

• Familiarity with customer experience metrics such as NPS and CSAT is an advantage.

• Knowledge of BI tools and dashboards is a plus.

• Experience in the supplemental health insurance sector is a plus.

• Understanding of health insurance provider processes is a plus.

• Knowledge of NEXDOM solutions is a plus.

🏝️ Benefits

• Health Insurance coverage for you and your dependents (no monthly premium).

• Dental Insurance coverage for you and your dependents (no monthly premium).

• Meal/Food Allowance.

• TotalPass.

• Emotional Wellness Program for you and your dependents.

• Life Insurance.

• Day off during your birthday month.

• Education allowance.

• Home office allowance.

• Transportation allowance.

• Parking allowance.

• Flexible hybrid or remote work options.

• Friendly and relaxed work environment.

• Culture focused on Innovation, Excellence, Commitment, and Teamwork.

• Opportunities in a fast-growing company.