Technical Support Supervisor

Role Overview

• Participative leadership and team management, monitoring the quality of team activities and ensuring they follow established procedures and standards, always with a focus on the customer experience.
• Develop and execute strategic and action plans aimed at continuous improvement and innovation in operational processes.
• Monitor performance indicators, with the ability to identify improvement areas and opportunities.
• Lead and train technical support teams (support for Field Technicians and remote Technical Support for customers in both B2C and B2B segments), promoting engagement and individual and collective development, helping them improve technical skills and knowledge.
• Act as a facilitator by resolving or supporting the escalation of critical cases and promoting best practices among consultants and specialists.
• Identify operational gaps and develop strategies to overcome them, ensuring efficiency and alignment with company objectives.
• Structure and maintain regular routines with the team, presenting results and identifying new continuous improvement opportunities.
• Monitor strategic projects with direct impact on operational results and customer satisfaction.

Requirements

• High school diploma required (University degree is a plus).
• Customer-focused.
• Strong interpersonal skills.
• Creativity.
• Proactivity.
• Logical reasoning.
• Organization.
• Communication skills.

Benefits

• Choose the ideal benefits for you and your dependents via a digital platform with various categories such as Gym, Meal Voucher (VR), Food Allowance (VA), Pharmacy Assistance, Medical and Dental coverage, and Life Insurance;
• Company mobile phone. Yes, a brand-new smartphone for you!
• Unlimited voice and data plan! Yes, unlimited! On the best mobile network, even faster with Vivo's 5G!
• An exclusive Vivo offer with special discounts on landline, broadband, TV and apps;
• Eligible to receive an annual Bonus or PPR (Profit Sharing Program);
• Plan your future through a Private Pension plan;
• Have children? You will be entitled to a subsidy to help with school, daycare or babysitter expenses;
• Work in an environment that respects your personality, dress style and way of being, where you can be authentic. #VemdeVocê
• Work remotely up to 2 times per week. #Mobility
• Flexible working hours;
• Enjoy a day off to celebrate your birthday;
• Participate in one of the largest corporate volunteering programs to help make a difference;
• Benefit from our Educational Development Program offering partnerships with educational institutions at a discount; certifications and online courses.
• Boost your career through our Internal Recruitment Program, in Brazil or abroad — we are present in over 17 countries! #VivoMinhaCarreira
• Access a range of initiatives to improve your physical, emotional and social well-being through #VivoBemEstar, which encourages healthy habits and better quality of life. We provide consultations with nutritionists, psychologists, social services, telemedicine and much more!
• All our vacancies are open to people with disabilities and/or rehabilitated individuals. We have a culture that values diversity, differences and people’s potential! #VivoDiversidade #VemPraVivo