Lead the Level 1 Support team, ensuring high performance and quality across multichannel support (chat, WhatsApp, email, video call) for RD Station family tools.
Monitor operational metrics, develop team members, and act tactically to ensure excellence in the customer and partner experience.
Collaborate on cross-functional projects to drive continuous improvement of the operation.

Experience in leading and managing support operations, with a focus on targets and KPIs.
Data-driven mindset for analysis and strategic decision-making.
Sense of urgency, agility, and proactivity for crisis and incident management.
Ability to design processes and document workflows.
Empathetic, development-focused communication style, with a passion for building and engaging teams.

Holistic Well‑being: We care for those who drive progress. We support the holistic well‑being of every employee through initiatives and benefits that provide self-care resources across five pillars: Emotional, Financial, Physical, Occupational, and Social.
Diversity and Belonging: Diversity is what makes us powerful. We actively promote inclusion and belonging, ensuring that TOTVS is a place where you can be yourself. Our expertise is human and living: we welcome differences to empower businesses inside and outside the company.

Support Coordination – Customer Success

Key skills