Key skills
Stakeholder ManagementCommunication
About this role
Role Overview
- Leading day-to-day Support operations, ensuring adherence to SLAs and quality standards.
- Driving continuous improvement, and serving as the primary liaison between Customer, Product, Engineering, and Operations teams.
- Managing team roster and ensuring service continuity across business hours and after-hours escalations.
- Facilitating daily operations and maintaining alignment to goals and delivery standards.
- Overseeing shift handovers, ensuring clear context for operational continuity.
- Leading or supporting incident calls and operational bridges.
- Ensuring all deliverables meet SLA and quality standards.
Requirements
- Fluent English; Advanced Spanish (written and spoken).
- Proven experience in Support Operations, Service Delivery, or IT/Tech Support coordination.
- Strong skills in ticket/incident management, change readiness, escalations, and SLA governance.
- Demonstrated ability to plan coverage, manage shift schedules, and coordinate onboarding/access provisioning.
- Data-driven decision-making; able to define goals, KPIs, and improvement strategies.
- Excellent communication, stakeholder management, and cross-team alignment abilities.
Benefits
- Performance based bonus*
- Attendance Bonus*
- Private pension plan
- Meal Allowance
- Casual office and dress code
- Days off*
- Health, dental, and life insurance
- Medicines discounts
- WellHub partnership
- Childcare subsidies
- Discounts on Ambev products*
- Clube Ben partnership
- Scholarship*
- School materials assurance
- Language and training platforms
- Transport allowance