Coordinate the customer support team, ensuring quality, consistency and timely responses;
Develop and standardize support processes and workflows;
Monitor, manage and improve platform and team performance KPIs;
Produce periodic reports with insights and proposed improvements to the customer journey;
Act as a bridge between customers and the commercial, product and technology teams to resolve issues;
Propose enhancements to the ticketing system and knowledge base;
Lead regular team alignment meetings and ensure continuous training and development.

Bachelor’s degree in Business Administration, Communications, Engineering or related fields;
Previous experience in customer support or technical support within SaaS or technology companies;
Experience with ticketing/helpdesk platforms (e.g., Freshdesk);
Knowledge of support metrics (e.g., SLA);
Knowledge of onboarding processes and the customer journey;
Advanced English for reading, writing and customer-facing communication.

Bonus: Up to 2 months' salary per year;
Work model: Hybrid
3 days in the office per week, participation in in-person team rituals (currently quarterly), in-person meetings with stakeholders and events;
Meal allowance: R$ 43.68 per working day;
Grocery allowance: R$ 832.00 per month;
Transportation allowance: Round-trip coverage for office days with no payroll deduction;
Health insurance: SulAmérica with co-payment for the employee and eligible dependents (children and spouse);
Life insurance: MetLife;
Childcare assistance: Reimbursement of up to 40% of the base salary for children up to 24 months and 35% for children between 24 and 71 months;
Financial assistance for employees with children with disabilities: Amount equivalent to 50% of the base salary.

Customer Success Coordinator, Customer Support

Key skills