We are looking for a **Supplier Support Manager** with a strategic mindset and strong people management skills to lead a department responsible for all supplier support for our clients, via voice, chat, and tickets. The challenge is to **ensure satisfaction and efficiency in service**, promoting **standardization, scalability, and cost reduction through operational efficiency** and **implementation of technological solutions** (automation, AI, and intelligent chatbots). **\#VemSerBern** **Responsibilities and duties** **What you will do on a daily basis?** * Lead the Supplier Support area, ensuring quality, speed, and high satisfaction in service (voice, chat, and tickets). * Standardize processes and ensure accurate and scalable communication. * Monitor performance metrics and implement continuous improvements. * Identify root causes and reduce recurring interactions. * Lead automation projects and AI solutions (chatbots and virtual assistants). * Manage and develop a team of over 60 people. * Structure training programs and strengthen a culture of service excellence. * Collaborate with CS, CX, Operations, and Technology teams to create integrated experiences. * Support initiatives aimed at improving corporate client and supplier experiences. * Ensure operational efficiency and cost optimization. **Requirements and qualifications** **To excel in this role, you need:** * Completed bachelor's degree (Business Administration, Engineering, Communications, or related fields); * Proven experience managing customer service areas (contact center / customer relations / CX) with large teams; * Knowledge of CRM tools, chatbot platforms, and omnichannel systems; * Track record of implementing automations, bots, conversational AI, and process improvements; * Experience in high-volume operations requiring standardization and scalability; * Familiarity with performance metrics (SLA, TMA, CSAT, NPS) and continuous improvement methodologies; * Experience leading team leaders and large operational teams. **It would be great if you also have...** * Certifications or knowledge in Customer Success (CS) and Customer Experience (CX); * Experience in digital transformation and service automation projects; * Experience in B2B service companies or operations involving suppliers/third parties. **Attitudes and behaviors that make all the difference:** * Inspirational leadership, with the ability to mobilize large teams and create a sense of purpose; * Data-driven mindset and critical thinking for metric analysis and decision-making; * Innovative, pragmatic profile focused on operational efficiency and user experience; * Ability to navigate between strategic and operational levels with a scalable vision; * Excellent communication, relationship-building, and influence with partner departments and senior management. **Additional information** **Contract Type:** PJ **Hybrid model** (Monday to Friday) \- Balance between work and personal life! Great, right?! **\#VemSerBern** We are a company made by people, committed to delivering value in a simple and humanized way, across five business areas: Third-Party Management, Tax Consulting, BPO, Judicial Calculations, and HR Solutions. We were born from the **desire to do things differently, boldly and results-driven.** But we didn't write this story alone—we grew alongside our people. After all, **\#SomosGente** Throughout our 29-year history, we've grown to over **800** **\#BernLovers** spread across various locations, who leverage technology to **innovate, unafraid to fail!** Here, **we celebrate our clients' success**, which is why our purpose is to support and positively impact our clients’ results and those of their suppliers. We strive to maximize outcomes securely and constantly challenge ourselves to **\#IrAlém**! We work with companies of all sizes and sectors such as retail, government agencies, financial institutions, oil, energy, and many others. And with all of them, we share the habit of **\#FazerAcontecer**. And the best part? We all belong to the same team**, \#SomosTodosBernhoeft**. So come along! **\#VemSerBern**!