Key skills
RLeadershipCommunication
About this role
Role Overview
- Lead the N2 Support team, fostering a high-performance, collaborative environment
- Conduct regular follow-ups, provide structured feedback, and support team development
- Deliver training and refreshers to ensure adherence to processes and operational standards
- Ensure documentation, maintenance, and evolution of processes in the knowledge base
- Develop and run quality monitoring routines
- Ensure operational compliance, identifying deviations and proposing action plans
- Map root causes of tickets and consolidate analyses of tabulation reasons
- Build diagnostics (e.g., Pareto of top offenders) to guide priorities
- Escalate structural issues to N3 and Product with consistent analyses and proper documentation
- Support prioritization of requests with the greatest operational impact
- Gather KPIs, define action plans, and present results
- Participate in running war rooms, ensuring application of the operational framework
- Support communications, records, RCA, post-mortems, and prevention plans
- Strengthen governance to reduce recurrence
- Work closely with Product, Technology, and Operations teams
- Contribute to product evolution based on operational insights
Requirements
- Previous experience in operational leadership, support, or sustainment
- Strong people management skills
- Experience with operational KPIs and quality routines
- Analytical and structured problem-solving profile
- Excellent communication and influencing skills
- Organized and disciplined in process execution
- Experience in high-complexity operations or multiskilled environments
- Knowledge of incident frameworks, RCA, and continuous improvement
- Experience with digital platforms, technology, or product teams
- Degree or coursework in a technology-related field
Benefits
- Flex Office – 2 days remote and 3 days in-office
- Birthday day off – Your special day, your way
- Flexible hours – More autonomy to organize your routine
- Health insurance (Amil) and dental insurance (SulAmérica)
- Life insurance (SulAmérica)
- Psychological support – Access to a platform with psychologists
- On-site massage – A moment of relaxation during your day
- Relaxation room – To recharge your energy
- TotalPass – Access to gyms and fitness activities
- Flexible meal or food allowance – R$ 41.91 per day
- Childcare assistance – For children up to 5 years old
- Fuel allowance – To ease your daily commute
- Commuter pass (VT), parking, or shuttle – Guaranteed mobility
- QultureRocks – Performance management and development platform
- Education assistance – After 12 months with the company, we invest in your learning
- Inspirational and disruptive culture – A dynamic, collaborative, and innovative environment
- Newborn kit – A special gift for new parents
- Internal events and engagement activities – Team gatherings and social moments
- Exclusive benefits on special occasions – Because every special moment deserves to be celebrated!