Cloud Customer Support Coordinator - 11269

Description

Job Summary: We are seeking a Cloud Customer Support Coordinator to lead the 24x7 operation, ensuring excellence in service delivery, customer satisfaction, and continuous improvement of key performance indicators. Key Highlights: 1. Leadership in 24x7 Cloud Customer Support operations 2. Strategic team management and customer satisfaction 3. Focus on continuous improvement and innovation **None:** Because the challenge of developing the best solutions to drive the business of thousands of companies is also what motivates us to transform our ideas into results, creating outstanding experiences for our people and evolving the tech ecosystem. A GPTW-certified company that takes pride in its people and strives to provide growth journeys, learning opportunities, and appreciation for diversity — of people and of thought. Because it’s more than just a job. It’s a role at Senior. **ABOUT THE CHALLENGE:** We are looking for a professional to coordinate the Cloud Customer Support operation, ensuring service excellence, customer satisfaction, SLA compliance, and continuous improvement of departmental KPIs. This leadership role operates in a 24x7 environment, with responsibility for team management, employee development, customer relationship management, strategic operational analysis, and coordination with internal and external stakeholders. The challenge demands strong interpersonal skills, negotiation ability, assertive communication, data-driven decision-making, strategic people management, solution orientation, and customer experience focus. Job Mission Coordinate the Cloud Customer Support team, ensuring service quality, operational efficiency, SLA compliance, employee development, and value generation for customers and the business — acting as the liaison between the team, customers, and internal departments. **KEY RESPONSIBILITIES:** Coordinate the Cloud Support operation, ensuring service quality, productivity, SLA compliance, and customer satisfaction. Manage the 24x7 team model, planning shifts, operational capacity, workload distribution, and workforce balance. Develop team members under your supervision through feedback, performance monitoring, Individual Development Plans (IDPs), coaching, and succession planning. Monitor KPIs such as SLA, backlog, productivity, quality, NPS, CSAT, and other operational metrics, using data to prioritize initiatives and support decision-making. Engage in customer relationship management — especially during critical situations, escalations, alignment meetings, and initiatives focused on satisfaction and retention. Understand stakeholder needs and coordinate actions with departments such as Product, Infrastructure, Engineering, Customer Experience, Sales, Services, and Security. Lead prioritization and negotiation amid multiple concurrent demands, seeking sustainable solutions for customers and the business. Identify root causes, recurring issues, risks, and improvement opportunities, proposing actions to enhance processes and reduce impact. Ensure compliance with policies, procedures, KPIs, budget, and strategic guidelines under your responsibility. Foster a culture of collaboration, ownership, clear communication, solution orientation, and continuous improvement. **WHAT WE EXPECT FROM YOU:** Experience in leadership, coordination, or management of technical support, customer service, Cloud, SaaS, or technology teams. Experience managing critical operations, preferably in a 24x7 model or with shift planning and operational capacity management. Experience managing operational KPIs and making data-driven decisions. Knowledge of support processes, customer service, incident management, escalation handling, SLAs, and continuous improvement. Interpersonal, communication, negotiation, and conflict resolution skills. Ability to develop people, deliver feedback, and monitor performance. Strategic vision to align support operations with customer needs, stakeholder requirements, and business objectives. Completed undergraduate degree in Administration, Information Technology, Engineering, Information Systems, or related fields. Postgraduate degree or MBA in Service Management, People Management, Project Management, Technology, or related areas. **WHAT WOULD STRENGTHEN YOUR APPLICATION:** Experience in technology, SaaS, Cloud, or digital services companies. Knowledge of ITIL, IT service management, SLAs, and continuous improvement. Experience with ticketing systems, dashboards, BI tools, or advanced Excel. Experience with NPS, CSAT, customer retention, or churn mitigation. Knowledge of agile methodologies, automation, root cause analysis, or problem management. Certifications in ITIL, Cloud, Customer Experience, Customer Success, or leadership. Intermediate English or Spanish. **Our Benefits:** Medical and dental insurance; Life insurance; PPLR — Profit and Results Sharing Program; Wiipo Card with flexible benefits; Wiipo Club with exclusive discounts and advantages; TotalPass — Gym and wellness benefit; OnHappy — Travel benefits and advantages; Banked hours; **Citizen Company:** Extended maternity and paternity leave; Birth assistance; Pet care assistance; Senior Corporate University; Career development plan. **The Senior Way:** Our culture respects individuality and empowers people through innovation, collaboration, and autonomy. We believe in plurality, because experiences and perspectives are unique — offering opportunities that embrace diversity of people and of thought. That’s how we achieve outstanding results, driving client success through the dedication of incredible people. These details are specific to this opportunity, but you can explore all our openings and learn more about being part of Senior on our careers page: senior.com.br/carreiras We Are More Senior! We are a Brazilian company recognized as one of the largest software developers for business management in the country. With over 35 years of history and presence across Brazil, we drive the digital transformation of thousands of companies through technology. We expanded internationally with the acquisition of a company in Colombia, strengthening our presence across Latin America. The quality of our solutions stems from the work of over 3\.600 professionals and a comprehensive portfolio focused on high performance. Guided by our purpose — Empowering People and Accelerating Business — we have been recognized eight times as a Great Place to Work®. We continue growing consistently, valuing people, culture, and collaboration — because accelerating the future is part of who we are. Learn more about us at www.senior.com.br or follow our content on social media: Blog | Linkedin | Instagram | Youtube | Medium **None:** None