SUPPORT SUPERVISOR

Description

Job Summary: We are looking for a professional to supervise cell operations, ensure service quality, lead the support team technically, and act consultatively with key clients—driving excellence and innovation. Key Highlights: 1. Join an innovative team that seeks solutions every day. 2. Lead the support team technically and promote best practices. 3. Develop supermarket chain business nationwide. **Job Description:** ---------------------- We are restless and never settle! We continuously improve what is already good and transform it into something even better. If you are passionate about technology and want to join an incredible team that develops innovative solutions daily, we have great news: The VR team is growing! \#JOINVR! Transform, simplify, and evolve the business of numerous supermarket chains across the country! What responsibilities will be part of your daily routine? Supervise cell operations, ensuring service quality, goal and deadline compliance, team technical development, and process standardization—promoting customer service excellence and alignment with company strategic guidelines. Lead the support team technically by guiding team members, promoting standardized service delivery and best practices. Act consultatively with key clients, proposing system usage improvements aligned with their operations. Supervise and distribute support team workload, ensuring balanced task allocation and operational efficiency. Monitor performance indicators (SLA, Gross NPS %, average response time, etc.), initiating corrective actions whenever necessary. Conduct alignment and knowledge-transfer meetings with the team and management. Participate in technical meetings with internal departments and clients to resolve cases or advance projects. Support the team on critical or escalated cases, contributing strategic solutions and mindset. Promote and validate updates to processes, operational workflows, manuals, and the cell’s knowledge base. Ensure compliance with internal policies and standards for quality, information security, and regulatory requirements. Collaborate with management on goal setting, team sizing, and systemic improvements. Directly handle urgent requests as directed by management. Guarantee data consistency within the area’s technical knowledge base. Conduct internal training sessions on updates and correct ERP module usage. Contact clients for technical alignment whenever required. Represent the cell in cross-functional interactions (e.g., development, product, implementation, sales) as needed. Manage team personnel matters (e.g., vacation scheduling, shift control, hiring interviews, termination procedures, performance reviews, etc.) **Mandatory Requirements:** ------------------------------ Completed undergraduate degree in fields such as Information Technology, Accounting Sciences, Business Administration, or related disciplines. Postgraduate degree in Project Management, Leadership, IT Governance, or fiscal/technological areas is desirable. Advanced knowledge of ERP systems. Experience with service and ticketing management tools (e.g., Movidesk, Jira). **Desirable Requirements:** -------------------------- Ability to analyze operational metrics. Team management experience and knowledge of leadership techniques. Advanced Office suite proficiency (Excel, PowerPoint for reporting and meetings). Familiarity with agile methodologies and KPI-based management. Fiscal/tax knowledge applied to retail. Experience implementing continuous improvement processes and tools. Leadership and influence: Ability to guide, motivate, and develop the team with a results-oriented focus. Assertive communication: Conduct alignment discussions clearly and with balanced technical rigor and empathy. Systemic vision: Understand interdepartmental impacts and anticipate risks. Decision-making: Agility and accuracy when resolving critical situations. Organization and planning: Manage deadlines, processes, and team goals. Conflict management: Mediate issues among team members, clients, and partner departments. Analytical ability and systemic vision, understanding inter-module and operational impacts. High accountability and autonomy in technical decisions. Clear communication, including with both technical and non-technical teams. Resilience and emotional control, performing effectively under pressure while focusing on solutions. Mindset of continuous improvement, innovation, and long-term vision. **Employment Type:** -------------------------- CLT **PwD (Persons with Disabilities):** -------- NOT APPLICABLE **Benefits:** --------------- Meal/food allowance (Caju) Extended paternity leave Dental care plan Birthday day off 13th salary advance Health insurance (co-payment) Group life insurance Newborn gift basket Monthly performance bonus WellHub **Work Location:** ---------------------- Recife | PE **Working Hours:** ------------------------ Standard business hours **Additional Information:** --------------------------- Hybrid work model, with occasional visits to our office located in the Boa Viagem neighborhood (Recife-PE)