Customer Service Supervisor (ID: 714898)

PERSOL; Região Norte; On-site; BRL 120,000 - 160,000; Full time

Job summary

PERSOL in Brazil’s Norte region seeks a Customer Experience Lead to supervise the day-to-day operations of the CX team and drive service quality. You will own end-to-end support for customer requests, coordinate with internal teams, and implement improvements to increase accuracy and productivity.

Candidates should have a Bachelor’s in Business, 5–7 years in customer service with 3+ years of people leadership, and hands-on ERP and Salesforce experience to coach the team and deliver outstanding

Qualifications

• Bachelor’s degree in Business or related discipline.
• 5–7 years in customer service with 3+ years in people leadership.
• Hands-on ERP experience and Salesforce or similar CRM.

Responsibilities

• Supervise day-to-day operations of the customer experience team.
• Manage end-to-end support for customer requests including orders, samples, documentation, returns, credits, complaints, invoicing queries and follow-ups.
• Coordinate with internal teams to troubleshoot and resolve delivery, billing, and service issues.
• Track service outcomes and define practical performance indicators; coach the team to meet expectations.
• Identify gaps in systems and workflows, then propose improvements to increase accuracy and productivity.
• Review customer feedback and survey insights and translate them into action plans.
• Support management communications during urgent situations with timely customer updates.
• Lead assigned projects from planning through completion.

Skills

People leadership

CRM experience

Customer-focused

Stakeholder management

Organizational skills

Education

Bachelor's degree in Business

Tools

Salesforce CRM

ERP software

Job description

Responsibilities

• Supervise day-to-day operations of the customer experience team, ensuring consistent service standards, process adherence, and timely turnaround.

• Manage end-to-end support for customer requests, including orders, samples, documentation, returns, credits, complaints, invoicing queries, and related follow-ups.

• Coordinate across relevant internal teams to troubleshoot and resolve delivery, billing, and service issues efficiently.

• Track service outcomes and define practical performance indicators; monitor quality and coach the team against agreed expectations.

• Identify gaps in systems and workflows, then propose and implement improvements to increase accuracy and productivity.

• Review customer feedback and survey insights, translating findings into action plans to improve support outcomes.

• Support management communications during urgent situations (e.g., product or service alerts), ensuring clear and timely customer updates.

• Lead assigned projects and initiatives, driving execution from planning through completion.

Requirements

• Bachelor’s degree in Business or a related discipline.

• Minimum 3 years of people-leadership experience (direct reports) with 5–7 years of relevant customer service experience.

• Hands-on experience working with an ERP system.

• At least 3 years’ experience using Salesforce or similar CRM platforms.

• Ability to work independently, make sound decisions, and operate effectively when priorities or information are evolving.

• Strong organisational skills with a structured approach to managing multiple requests.

• Strong stakeholder management skills, including tact, conflict resolution, and team-building capabilities.

• Customer-focused mindset with a commitment to service quality and continuous improvement.