Support Coordinator

Draiver; Rio de Janeiro; On-site; BRL 67,000 - 100,000; Full time

Job summary

Draiver is seeking a dynamic Support Coordinator to lead a 24/7 operations team in Brazil. You will oversee day-to-day activities, optimize processes, and drive customer satisfaction in a fast-paced environment.

You will manage staffing, provide coaching, and act as an escalation point for complex issues, ensuring timely resolutions while maintaining high service quality. This role emphasizes leadership, data-driven decisions, and cross-department collaboration.

Qualifications

• Minimum 2 years in a supervisory or leadership role in time-sensitive operations.
• Experience in startups, preferably with hyper-growth and uncertain environments.
• Strong interpersonal and communication skills with clients, team members and stakeholders at all levels.
• Ability to motivate and inspire team members to achieve goals and objectives.
• Knowledge of KPIs and data-driven decision-making.
• Graduate or actively pursuing a higher education degree.

Responsibilities

• Lead and supervise a team of support specialists, providing guidance, support, and feedback as needed.
• Develop and implement policies, procedures, and best practices to ensure efficient and effective operations.
• Monitor team performance and productivity, and take proactive measures to address any issues or gaps.
• Coordinate staffing schedules to ensure adequate coverage for 24/7 operations, including nights, weekends, and holidays.
• Conduct regular training sessions and performance evaluations for team members to enhance skills and knowledge.
• Act as a point of escalation for complex or escalated customer issues, and provide resolution as needed.
• Monitor performance KPIs for the team and the general support operations
• Deep dive over issues not solved as a first touch to develop together with ops and tech best solution
• Excellence in process documentation, owning to create flows and process for unplanned process
• Collaborate with other departments to identify and address systemic issues affecting customer satisfaction.
• Maintain accurate records of support activities, including tickets, resolutions, and customer interactions.
• Be the voice and advocate of our clients with other stakeholders of the company
• Create team goals, according to the company KPIs and provide guidance how to achieve

Skills

Leadership

Communication

Problem-solving

Process mapping

Data-driven decision making

Multitasking

Time management

Attention to detail

English

Portuguese

Spanish

Education

Higher education degree

Tools

Ticketing systems

CRM platforms

Knowledge bases

Job description

We are seeking a dynamic and experienced Support Coordinator to lead our team of support specialists in a fast-paced 24/7 operations environment. The Support Coordinator will be responsible for overseeing the day-to-day operations of the support team, ensuring that our clients receive timely and high-quality assistance at all times. This role requires strong leadership skills, a customer-centric approach, data driven decision on day-to-day and the ability to thrive in a high-pressure environment. This role requires excellent communication skills, attention to detail, and a commitment to providing exceptional support to our clients.

Main Responsibilities:

• Lead and supervise a team of support specialists, providing guidance, support, and feedback as needed.
• Develop and implement policies, procedures, and best practices to ensure efficient and effective operations.
• Monitor team performance and productivity, and take proactive measures to address any issues or gaps.
• Coordinate staffing schedules to ensure adequate coverage for 24/7 operations, including nights, weekends, and holidays.
• Conduct regular training sessions and performance evaluations for team members to enhance skills and knowledge.
• Act as a point of escalation for complex or escalated customer issues, and provide resolution as needed.
• Monitor performance KPIs for the team and the general support operations
• Deep dive over issues not solved as a first touch to develop together with ops and tech best solution
• Excellence in process documentation, owning to create flows and process for unplanned process
• Collaborate with other departments to identify and address systemic issues affecting customer satisfaction.
• Maintain accurate records of support activities, including tickets, resolutions, and customer interactions.
• Be the voice and advocate of our clients with other stakeholders of the company
• Create team goals, according to the company KPIs and provide guidance how to achieve

Main Requirements:

• Proficiency in English, Portuguese and Spanish are a plus.
• Minimum of 2 years in a supervisory or leadership role in time sensitive operations.
• Previous experience in startups is a plus, in particular with hyper growth and uncertain environment
• Proven leadership skills, with the ability to motivate and inspire team members to achieve goals and objectives.
• Strong interpersonal and communication skills, with the ability to interact effectively with clients, team members, and stakeholders at all levels.
• Excellent problem-solving skills and the ability to think quickly and strategically in high-pressure situations.
• Excellence in process mapping and creation
• Proficiency in customer support software and tools, such as ticketing systems, CRM platforms, and knowledge bases.
• Ability to multitask and prioritize tasks effectively in a fast-paced environment.
• Knowledge of industry regulations and compliance standards related to customer support operations.
• Familiarity with KPIs and data-driven decision-making.
• Graduated in higher education or actively pursuing a degree.
• Strong organizational skills, maintaining accurate records of driver interactions and issue resolutions.