Job Summary: Professional to manage and optimize customer service channels, ensuring quality and innovation in a dynamic environment. Key Highlights: 1. Management and optimization of customer service channels 2. Focus on quality and exceeding customer expectations 3. Dynamic, collaborative, and innovative environment If you identify with a young, dynamic, and agile company where curiosity and a thirst for innovation are core principles—and whose objective is delivering with a focus on quality and exceeding customer expectations—your place is at Vertem! Here, we value collaboration and creativity, constantly seeking innovative solutions to market challenges. Our team consists of passionate and committed professionals who work in an inspiring and stimulating environment. At Vertem, we believe in the power of technology to transform businesses and continuously evolve to offer our customers the best solutions. Join this incredible team and make a difference with us!!! **Responsibilities and Duties** **Main Responsibilities** * Manage and optimize customer service channels (call center, chat, e-mail, social media, bots, etc.); * Ensure service quality delivered to customers, aligned with company policies and values; * Monitor and analyze performance metrics (SLA, AHT, AWT, NPS, CSAT, FCR); * Propose and implement improvements to service workflows and operational processes; * Support training and development of the customer service team; * Prepare management reports and present performance analyses; * Act as focal point for escalation of critical or complex service cases; * Collaborate with internal departments (IT, Marketing, Product, Operations) to enhance the customer journey; * Ensure compliance with regulations, scripts, and quality standards; * Manage the knowledge base by updating the CRM with an adherence checklist; * Monthly vendor billing allocation and workflow, subject to leadership approval; * Manage the Quality & Training Schedule, focusing on calibrations, monitoring, mystery shopping, dailys, and other routine ceremonies involving customers, service teams, call centers, and/or internal stakeholders; * Root cause mapping and action plan development for metrics falling outside targets; * Ensure routine activity checklists agreed upon by all parties, with visibility/transparency; * Performance management using scorecards and action plans based on the team’s performance quadrant; * Lead the customer service team; * Create and present performance metrics; **Requirements and Qualifications** * Completed or ongoing undergraduate degree (Administration, Communications, Marketing, Human Resources Management, or related fields). * Prior experience in call centers or customer service roles. * Knowledge of multiple service channels (omnichannel). * Experience with customer service and quality metrics. * Familiarity with CRM tools and service platforms. * Strong verbal and written communication skills. **Preferred Qualifications** * Experience in quality management or CX (Customer Experience). * Knowledge of continuous improvement methodologies. * Experience with service automation and chatbots. * Certifications in customer service or customer experience. * Leadership experience managing teams; **Behavioral Competencies** * Customer focus * Analytical mindset * Organization and attention to detail * Problem-solving ability * Proactivity * Teamwork * Clear and empathetic communication **Additional Information** **To balance work and personal life:** Flex Office – 2 remote workdays and 3 in-office days. Birthday Day Off – Celebrate your special day your way + points in our Marketplace! Flexible working hours – Greater autonomy to manage your daily routine. **To support your health and well-being:** Sul América health and dental insurance. Life insurance. Psychological support – Access to a platform with licensed psychologists. On-site massage – A relaxing moment during your workday. Decompression room – To recharge your energy. Total Pass – Access to gyms and physical activities. Fresh fruit in the office – For a healthy snack during work hours. **To simplify your daily routine:** Meal or Food Allowance – BRL 41.91 per day. Childcare allowance – For children up to 5 years old. Transportation voucher, parking, or shuttle service – Guaranteed mobility. Fuel allowance – To facilitate your daily commute. **To support your growth:** QultureRocks – Performance and development management platform. Education assistance – Starting after 12 months of employment, we invest in your learning. Inspiring and disruptive culture – A dynamic, collaborative, and innovative environment. **To celebrate achievements and special moments:** Newborn Kit – A special gesture for new parents. Internal events and engagement initiatives – Team celebrations and relaxed moments together. Exclusive benefits for commemorative dates – Because every special moment deserves celebration! We are market leaders in engagement. We believe in the transformative power of “engaging” to build authentic, positive connections between brands and people. To achieve this, we possess deep expertise across the entire domain. We bring together everything related to loyalty, incentives, and benefits to deliver comprehensive solutions for our clients—developing applications, technologies, and strategies that define new market paradigms. **More diversity, more possibilities** The strength of diversity is essential to our company. It brings pluralism of perspectives and helps multiply the paths we can pursue in our business. We encourage and value, for all positions, differences in race, color, religion, gender and gender identity, nationality, disability, sexual orientation, ancestry, or age.