Frontline Team Lead

Bebeecustomer; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading customer service provider in São Paulo is seeking a professional to oversee customer operations. The ideal candidate will lead customer operations during shifts, manage escalated customer issues, and provide support and coaching to agents. Knowledge of customer service principles and experience in supervisory roles are essential. The company offers a competitive salary, opportunities for growth, and a supportive work environment, making it an attractive option for those passionate about customer service.

Serviços

Competitive salary package

Opportunities for career growth

Comprehensive benefits program

Qualificações

• Ability to manage customer operations and ensure high-quality service.
• Experience in supervisory or management roles.
• Knowledge of customer service principles and practices.

Responsabilidades

• Lead customer operations during scheduled shifts.
• Support agents with guidance and coaching.
• Manage escalated customer issues.
• Collaborate with other departments to resolve complex issues.

Conhecimentos

Leadership

Communication skills

Analytical skills

Problem-solving skills

Ability to work under pressure

Descrição da oferta de emprego

Job OpportunityWe are seeking a professional to oversee customer operations, ensuring high-quality service in a fast-paced 24 / 7 environment.

Main Responsibilities

• Lead customer operations during scheduled shifts, focusing on real-time SLA monitoring and identifying trends.
• Support agents with guidance, answer questions, and provide coaching during the shift.
• Manage escalated customer issues related to payments, KYC, VIP services, affiliate matters, and technical cases.
• Assist with handling support tickets during peak demand or when team coverage is low.
• Ensure all escalations are managed according to our procedures.
• Collaborate with other departments to resolve complex customer issues.
• Support the distribution and implementation of updated training materials, tools, and process documentation.

Requirements

• Excellent leadership and communication skills.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Strong analytical and problem-solving skills.
• Knowledge of customer service principles and practices.
• Experience in supervisory or management roles.

What We Offer

• A competitive salary package.
• Opportunities for career growth and professional development.
• A dynamic and supportive work environment.
• A comprehensive benefits program.

Why Join Us

Our company is dedicated to delivering exceptional customer experiences.

We are committed to providing ongoing training and development opportunities for our staff.

If you are passionate about customer service and are looking for a challenging and rewarding role, we would love to hear from you.