Customer Care Team Lead

Nav; Teletrabalho; BRL 330.000 - 414.000; Tempo integral

Resumo da oferta

A leading financial health platform in Brazil seeks an experienced leader for their customer service management team. This role involves coaching a dynamic team of specialists to ensure world-class service. The successful candidate should have substantial leadership experience in customer service, a passion for mentoring, and the ability to implement effective processes. The position offers a base salary between $60K - $75K per year, with additional benefits including unlimited vacation and flexible work arrangements.

Serviços

Unlimited Vacation

6 Weeks Paid Parental Leave

Flexible Work Arrangements

Employee Networking Events

Pet Insurance

Qualificações

• Two years leadership experience in customer service or contact center.
• Five years overall experience in a contact center or customer service environment.
• Experience with contact center tools preferred.

Responsabilidades

• Provide direction and coaching to customer care specialists.
• Track and monitor KPIs, providing regular feedback.
• Assist with daily operations and staffing of the contact center.
• Conduct regular performance reviews and coaching sessions.

Conhecimentos

Leadership

Customer Service

Communication

Analytical Skills

Conflict Resolution

Formação académica

High School Diploma or equivalent

Ferramentas

Salesforce

Zendesk

Microsoft Office Suite

Descrição da oferta de emprego

Nav is the leading credit and financial health platform used by more than 2.4 million small business owners in the United States.

We’re on a mission to give every small business owner the chance to succeed. The team views each day as an opportunity to challenge the norm, push boundaries, and create meaningful products, services, and experiences that make a positive difference for small business owners each and every day.

At Nav, our team is just as diverse as the customer base we serve. And, that’s something we’re incredibly proud of. We value individualism just as much as we do hard work, talent and smarts.

Working at Nav isn’t just a job — it’s an opportunity to gain invaluable experience, work with dedicated professionals, and make a real, lasting impact.

If you’re ready to be part of a team that’s driven by heartfelt purpose and data, let’s talk.

We are looking for an experienced leader and contact center professional to join our management team. This individual will lead a team of dynamic customer service specialists, tasked with providing the world‑class service that Nav is known for. The successful candidate will have solid experience building high‑performing teams, and a passion for mentoring and coaching. Additionally, the ideal applicant will have a knack for finding creative solutions, "getting things done," and driving measurable impacts to the overall operation.

YOU WILL:

• Provide daily direction, coaching, and communication to a team of customer care specialists, ensuring that customer interactions are handled in a manner that is consistent with Nav’s high standards of service excellence.
• Track and monitor KPIs, providing regular statistical and performance feedback and coaching to each agent on your assigned team.
• Establish work procedures and processes that support the company and department standards, procedures, and strategic directives.
• Assist the senior leadership team with the daily operation of the contact center (including the development, analysis and implementation of staffing, training, scheduling, and reward/recognition programs).
• Write and administer regular performance reviews.
• Participate in quality calibration sessions.
• Ensure employees have appropriate training and other resources to perform their jobs.
• Coordinate with manager and/or HR to address disciplinary and/or performance issues.
• Effectively administer improvement/development plans.
• Conduct regular 1:1s, side‑by‑side, and team meetings.
• Review and score customer interactions (against established quality standards), providing coaching and feedback.
• Participate in the selection process (interviewing, etc.) for potential employees.
• Handle escalated customer situations as needed.
• Create an inspiring team environment with an open communication culture.9

WHO YOU ARE:

• High School Diploma or equivalent required.
• Two years leadership experience in a customer service or contact center setting.
• Five years overall experience in a contact center or customer service environment.
• Experience with contact center tools and systems preferred (e.g., Five9, Salesforce, NICE inContact, Zendesk, Medallia, etc.).
• Communication skills: Excellent interpersonal skills; ability to read, analyze and interpret documents; ability to respond effectively to all inquiries; ability to write using proper grammar, punctuation, and spelling; ability to effectively present information in meetings.
• Strong attention to detail with the ability to multi‑task and work within a fast‑paced environment.
• High computer literacy; Proficient in Word, Excel, PowerPoint and Google Docs.
• Ability to deal with confidential information appropriately.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to organize and effectively prioritize workload.
• Ability to lead, motivate, and gain "followership."

More about Nav

Inclusion at Nav:

At Nav, we celebrate what makes our employees unique because the businesses we serve are progressively diverse and distinctly original. Navericks are diverse, side hustlers, immigrants, veterans, queer, and we push generational boundaries. We are college dropouts, PhDs, special needs parents, allies, pet owners and community leaders. Navericks are human. We are committed to upholding a safe, supportive environment where everyone matters. We are committed to making a better future for all of us. We have created a workplace where people of all backgrounds can express their identities authentically. To put it simply, we want you to be proud to be you.

Our Compensation Philosophy is simple but powerful:

At Nav, we are transparent about our total rewards, including pay, across all levels and roles. We believe great, enduring relationships are grounded in trust and transparency. Compensation shouldn’t be a distraction, and employees should understand how pay and career advancement decisions are made. Providing equal pay for equal work is table stakes for being a great place to work. Gender and ethnic inequity should only be something that our children read about in history books. We believe providing Navricks with company ownership, competitive pay, and a range of meaningful benefits is the start of creating a culture where people want to give the best we’ve got — not because they’re simply making money, but because they’ve fallen in love with our vision, mission, values, and team.

During the interview process, your recruiter will be explaining how our rubrics work across all of our total rewards (base, equity, bonus, perks, and benefit) offerings. The base salary for this role is targeted between $60K - $75K per year. The final offer amount is determined by your proficiencies within this level.

Our impact on you:

Competitive Pay. Company Ownership. Unlimited Vacation. Benefits Day One. 6 Weeks Paid Parental Leave. Work From Anywhere (yes we were distributed before it was cool). Flexible Work Arrangements. Free Telehealth and Telemental Health For All Employees. Employee Networking and Events. Community Network Groups (women’s, PRIDE, culture). Meaningful Perks and Rewards. Learning and Development Opportunities. Pet Insurance.

A Naverick’s DNA:

• We look at the future and say “why not”; we see possibilities where others see problems or routines. We show the way ahead and are committed to achieving ambitious goals.
• We practice straight talk and listen generously to each other with empathy. We value different opinions and point of views. We ensure that we connect outside as well as inside to learn from others and inspire each other.
• We hold ourselves accountable for delivering results. We choose to not to be a victim of circumstance. We make decisions & take responsibility so that we can act & support each other, rather than adopting defensive, and “finger pointing” behaviors.
• As leaders we motivate & engage our teams to undertake beyond what they originally thought possible, by developing our teams & creating the conditions for people to grow and empower themselves through enabling & coaching.