Customer Support Coordinator

Description

Job Summary: A professional to coordinate operational and customer service teams, optimize processes, manage performance indicators, and implement continuous improvements, with an emphasis on developmental leadership and systemic thinking. Key Highlights: 1. Leadership in developing multidisciplinary teams 2. KPI management and process optimization 3. Customer focus and continuous improvement of experience Description: Education and Experience * Bachelor's degree completed in Information Technology, Engineering, Business Administration, or related fields; * Solid experience in coordinating or managing operational, technical support, or customer service teams; * Experience managing KPIs, monitoring performance, and improving processes; * Prior work in high-demand environments involving multi-channel customer service operations. Technical Knowledge * Familiarity with IT service management methodologies and incident tracking tools; * Proficiency in spreadsheets and building managerial dashboards for performance monitoring; * Knowledge of data analysis and operational performance indicators; * Basic understanding of database queries and interpretation of technical logs. Preferred Qualifications * Experience with automation tools, integration platforms, or Low-Code/No-Code solutions; * Experience in projects implementing or optimizing support systems; * Knowledge of data visualization tools and analytical reporting. Behavioral Competencies * Developmental leadership: ability to build, inspire, and engage teams; * Analytical mindset: data- and fact-based decision making; * Systemic vision: integration among processes, technology, and customer experience; * Clear and empathetic communication: ability to translate technical topics into accessible language; * Proactivity and ownership mindset: responsible, autonomous, results-oriented action; * Customer focus and continuous improvement: constant pursuit of efficiency and service quality. Operational Management * Coordinate operational and customer service routines, ensuring efficiency, quality, and adherence to deadlines; * Monitor performance indicators, analyzing productivity, satisfaction, and response time metrics to identify improvement opportunities; * Develop and implement data-driven action plans, promoting process standardization and continuous operational improvement; * Create and maintain technical documentation and materials supporting internal process execution and scalability; * Collaborate cross-functionally across the organization, providing insights to support strategic decisions and enhance customer experience; * Identify operational bottlenecks and propose sustainable, innovative solutions to optimize outcomes; * Prepare managerial reports and dashboards, delivering analyses that support management and decision-making. Team Leadership * Lead and develop multidisciplinary teams, fostering a collaborative environment, continuous learning, and results orientation; * Conduct individual feedback sessions and performance follow-ups, strengthening both technical and behavioral competencies; * Manage tasks and priorities, ensuring balanced workloads and high operational performance; * Encourage team ownership, engagement, and professional growth, cultivating a culture of trust and excellence. 2512160202201868459