Customer Support Group Lead

Indrive; Manaus; Presencial; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

A high-tech unicorn company in Recife is seeking a Customer Support Group Lead to manage a team of up to 20 support agents. You will oversee daily operations, performance tracking (CSAT, SLA, AHT), and implement continuous improvements. The ideal candidate has 1-4 years in customer support, experience in team management, and expertise in data analysis. This role offers competitive salary, medical, dental, and life insurance, along with advancement opportunities within the organization.

Serviços

Competitive salary

Medical insurance

Dental insurance

Life insurance

Food allowance

Transportation allowance

Qualificações

• 1–4 years in Customer Support or Contact Center.
• 1–2 years in a senior agent or team lead role.
• Experience leading a team of around 20 agents.

Responsabilidades

• Manage day-to-day team operations and ensure adherence.
• Monitor and analyze KPIs in real time.
• Coach team members and support onboarding.

Conhecimentos

KPI analysis

Team management

CRM tools

Google Sheets / Excel

English language

Ferramentas

CRM / ticketing tools

Dashboards

Descrição da oferta de emprego

We are a highly-regarded, high-tech unicorn company; we have been making a positive impact globally since by harnessing the power of innovative mobile technologies.

With our cutting-edge solutions and dynamic work environment, we provide a unique opportunity for individuals to be a part of a team that is changing the lives of millions for the better!

We're looking for a Customer Support Group Lead to manage a team of up to 20 support agents and drive daily performance across CSAT, SLA, AHT, QA, and productivity.

This role owns team KPIs, runs daily operations, and leads continuous improvement initiatives.

What you will do :

• Manage day-to-day team operations: attendance, adherence, shifts, and handovers
• Run daily stand‑ups and assign priorities
• Monitor KPIs in real time and trigger corrective actions
• Analyze escalations and repeat contacts; implement improvements
• Report shift performance and communicate product / policy updates
• Coach team members and support onboarding
• Ensure policy, data privacy, and compliance standards

What we expect from you :

• 1–4 years in Customer Support / Contact Center or Operations
• 1–2 years in a senior agent, coordinator, or team lead role
• Experience managing around 20 agents with direct KPI ownership
• Strong data and KPI analysis skills; comfortable with dashboards
• Experience with CRM / ticketing tools and Google Sheets / Excel
• English + regional language

Nice to Have :

• BPO, e-commerce, fintech, logistics, or ride‑hailing background
• QA / WFM knowledge; basic SQL experience

We offer :

• Competitive salary
• Medical insurance
• Dental insurance
• Life insurance
• Food and transportation allowance
• Opportunity for advancement and upward mobility within the organization, allowing for increased levels of responsibility and growth within the company