**About Cardápio Web** At CW, we enhance how restaurants sell, communicate, and grow. Our platform automates customer support, organizes management, and transforms the daily operations of our clients and partners—supporting everything from small delivery-only businesses to large in-person operations—by delivering freedom, scalability, and professionalism to restaurant owners through our tool. Founded in 2019 with operations centralized in Fortaleza, we are a fast-growing startup operating nationwide. For those who join our team, we offer real growth opportunities within an environment that values learning, development, and results. We’re accelerating rapidly in the FoodTech market, growing over 200% annually—and now is the best time to join our team, as we’re one of the top startups to work for in Fortaleza! **Our Culture** For now, we do not have remote positions available. At CW, we believe in the power of in-person interaction: constant exchange, direct learning from the team, and even that coffee break that always sparks great ideas and excellent laughter! Additionally, we implement practices that accelerate development—such as role-plays, “cumbuca” sessions, and discussion circles—because we believe growing together makes all the difference. Our core values are: camaraderie, honesty, proactivity, commitment, and excellence. Before applying, please review our core values—they are the heart of CW and guide everything we do. If you’re fun, a little unconventional, and feel our values resonate with you, explore our open positions and select one or two that best align with your skills, experience, and interests. *You can learn more about CW on our careers page:* *https://www.inhire.com.br/carreiras\-cardapioweb/**.* **Profile We’re Seeking:** * People who genuinely enjoy working in teams—people who love people! * Communicative and empathetic individuals. * Those eager to learn and continuously develop themselves. * Excellent communication skills and ease interacting across different departments and teams. * Strong organizational skills and attention to detail to manage workflows, prioritize requests, and maintain operational efficiency. * Analytical ability to interpret reports, monitor metrics, and translate data into strategic actions. **Responsibilities and Duties:** * Manage ticket flow, monitoring queues and ensuring appropriate distribution of requests; * Monitor operational metrics in real time (TMA, FCR, CSAT, etc.); * Conduct individual (one-on-one) and group feedback meetings to support team development; * Serve as escalation point for complex cases or customer complaints; * Deliver quality feedback and develop action plans to improve individual and collective performance; * Analyze performance reports and present results and action plans to coordination; * Identify training needs and collaborate with support areas to develop them; * Design contingency solutions for crisis situations, mobilizing necessary resources (people, tools, information) to stabilize operations and minimize impact on customers. **Requirements and Qualifications:** * Completed or ongoing undergraduate degree in Information Technology, Engineering, or related fields. * Prior experience in this role. * Experience leading teams. * Proficiency with Helpdesk tools (e.g., Zendesk, Crisp, Movidesk). * Experience analyzing customer support data/metrics (CSAT, FRT, FCR, AHT, among others). ### **Benefits:** * Meal allowance (R$26 per workday) * Mobility assistance * Reimbursement for courses and books * Health insurance * Dental insurance * Zenklub: Free therapy sessions via the platform * Gympass * CW+ Benefits Club **Additional Information:** * Location: Av. Dom Luís, 300, 13th Floor – Meireles, Fortaleza – CE, 60160-230 * Schedule: Monday–Thursday, 10:00–20:00; Friday, 10:00–19:00