Customer Support Supervisor

Role Overview

• Monitor and evaluate contact center team activities, supporting supervisors and third parties with continuous feedback to ensure consistent, high-quality customer interactions; ensure adequate coverage, workload balancing, SLA compliance, and provide active support to the team in complex or high-volume situations.
• Supervise, guide, and support the customer service team, ensuring alignment with objectives and standards, and provide regular performance feedback, coaching, and improvement plans.
• Train the team on phone and chat support workflows, handling objections and difficult situations, internal policies, compliance and consumer protection, and correct use of tools (CRM, Excel, workflows, etc.).
• Manage, escalate, and resolve critical cases, complaints, and complex claims, acting as a support point for agents and ensuring timely resolution in line with legal and service guidelines. Optimize work processes, systems, policies, and procedures to increase efficiency and effectiveness based on feedback, industry best practices, and emerging trends, in order to improve service delivery and customer satisfaction on calls and/or chat.
• Execute and coordinate controls to ensure compliance with BPO management KPIs. Generate reports on team performance, analyzing data to identify trends, issues, and improvement opportunities, and propose corrective actions.
• Coordinate regularly with Legal and Compliance teams for proper handling of complaints, confidential communications or end-customer claims, compliance with consumer protection regulations, and written responses and escalation processes.

Requirements

• Previous experience managing customer service or support teams, preferably in commercial or financial sectors.
• Strong knowledge of key customer experience performance metrics and consumer protection regulations.
• Familiarity with customer relationship management (CRM) software to manage customer interactions (Zendesk), track issues and analyze data (Excel and Google Sheets, Power BI or other desirable tools).
• Ability to lead and effectively motivate a team, with proven experience supervising in-house customer service representatives or BPOs.
• Problem-solving skills to maintain high levels of customer satisfaction.
• Customer-focused mindset, sense of urgency, and ability to handle difficult situations under pressure.

Benefits

• 100% employer-covered health and dental plan for employees and immediate family
• Life insurance
• Meal allowance
• BRL 400 transportation allowance
• BRL 180 home office allowance
• Subsidy for financing a mobile phone
• Budget for noise-cancelling headphones
• Budget for home office equipment
• Annual budget for wellness benefits
• US$2,000 annual travel benefit
• US$2,000 annual professional development fund