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Customer Support Supervisor
Lead customer support teams for an HR outsourcing company, overseeing Zendesk operations, employee development, service metrics, and productivity goals.
Descriere
- Lead the Customer Support Assistant team.
- Deliver a strong customer experience across communication channels.
- Track team members’ technical and behavioral development.
- Give feedback, hold one-on-one meetings, and drive ongoing improvements.
- Plan and oversee daily operational strategies.
- Adjust processes to meet quality and productivity targets.
- Manage Zendesk queues, support groups, and operational communications.
- Track team performance against key metrics.
- Prepare regular presentations and reports on results and performance metrics.
- Attend workshops, training, meetings, and committees in person when needed.
Cerințe
- Bachelor’s degree or higher.
- Available for in-person training during the first five days.
- Available for occasional office visits.
- Leadership skills, an analytical mindset, and a results-focused approach.
- Experience managing customer support teams and metrics including SLA, customer satisfaction, AHT, average response time, efficiency, and productivity.
- Knowledge of Zendesk.
Beneficii
- Meal voucher of BRL 39.20.
- Cost-of-living allowance of BRL 98.00.
- Transportation allowance for in-person onboarding and training days.
- Potential for permanent employment after a six-month temporary contract.
- Work from home, with in-person training during the first five days and occasional office visits.