Manage the customer service team (L1 and L2), overseeing performance, daily routines, and employee development
Ensure monitoring and progress of operational requests, guaranteeing deadlines and quality in handling
Support the team in resolving more complex incidents and operational critical issues
Monitor performance indicators (KPIs) and propose actions for continuous operational improvement
Organize and distribute incoming requests among the team
Ensure compliance with processes and operational standards
Interface with internal teams and partners to align and advance requests
Participate in operational meetings to ensure activity alignment and set priorities
Support identification of improvements in processes and operational routines
Track ticket volumes and manage queues and deadlines
Act as the operation's focal point, supporting the team in resolving requests and ensuring smooth execution of activities
Monitor and ensure the quality of service, working on continuous process improvements
Contribute to internal and external communication, promoting alignment between the team, departments, and partners

High school diploma
University degree in progress or completed (preferred) — ideally in Business Administration, Logistics, Process Management, Business Management, or related fields
Experience leading teams or monitoring operational indicators
Experience in customer service routines, operations, or back-office environments
Courses or certifications in customer service, operations, process management, or leadership
Previous experience in a call center or contact center is a plus
Intermediate Excel skills
Basic IT skills, comfortable with email, web navigation, and using systems

Customer Service Supervisor – Logistics Back Office

Key skills