Technical Support Team Leader

Jobtailor; Curitiba; Presencial; BRL 120 000 - 180 000; Tempo integral

Resumo da oferta

Jobtailor is seeking a Senior Support Team Lead in Curitiba to guide and mentor the customer support group, driving quality, speed and customer satisfaction. The role requires hands-on leadership in SaaS/B2B contexts and strong communication with customers and internal teams.

You will monitor metrics, lead escalations in critical situations, collaborate with other departments, and push continuous improvement initiatives to deliver exceptional service and outcomes for clients.

Qualificações

• Experience in customer support within SaaS or B2B environments.
• Experience in leading or developing support teams.
• Proactive profile with urgency and the ability to handle challenging situations.
• Strong communication with customers and internal teams.
• Experience with CRM and ticketing tools is preferred.

Responsabilidades

• Lead and develop the Support team, providing continuous coaching and supporting their professional growth.
• Ensure quality, speed, and efficiency in customer support interactions.
• Actively engage in critical situations, performing escalations and maintaining direct contact with customers when necessary.
• Monitor performance metrics and implement continuous improvement initiatives.
• Support the team in resolving complex issues and in decision-making.
• Collaborate with other departments to ensure the best possible customer experience.
• Monitor and ensure achievement of service and customer satisfaction targets.

Conhecimentos

People Leadership

Customer Support Experience

Communication Skills

Proactive Problem Solving

Collaboration

Ferramentas

CRM Systems

Ticketing Tools

Descrição da oferta de emprego

• Lead and develop the Support team, providing continuous coaching and supporting their professional growth;
• Ensure quality, speed, and efficiency in customer support interactions;
• Actively engage in critical situations, performing escalations and maintaining direct contact with customers when necessary;
• Monitor performance metrics and implement continuous improvement initiatives;
• Support the team in resolving complex issues and in decision-making;
• Collaborate with other departments to ensure the best possible customer experience;
• Monitor and ensure achievement of service and customer satisfaction targets.

Requirements

• Experience in customer support within SaaS companies or B2B environments;
• Experience in leading or developing support/service teams;
• Proactive profile with a sense of urgency and the ability to handle challenging situations;
• Strong communication skills, both for interacting with customers and with internal teams;
• Experience with CRM and ticketing tools (preferred).

Soft Skills

• Coaching
• Proactive Problem Solving
• Decision‑Making
• Collaboration