**Winker** is more than a platform—it's a complete solution that simplifies and enhances condominium management. With our technology, you can easily and efficiently manage your condominium’s finances, communication, services, and reservations. We are a company with 12 years of market experience, serving nearly 2 million users nationwide. **Responsibilities and duties:** * Coordinate the Implementation and Support team, ensuring continuous team development and promoting ongoing training through workshops, refresher courses, performance monitoring, and providing feedback on work activities; * Analyze team demand and forecast future staffing needs, suggesting hires or resource reallocations when necessary; * Supervise team activities by setting priorities, assigning tasks, making corrections and adjustments to service delivery, ensuring adherence to Winker's best practices and standards, as well as meeting established deadlines and schedules; * Supervise the use and efficiency of implementation tools, ensuring all information is correctly recorded and tickets are opened according to the organization's established standards; * Supervise the use and efficiency of support tools such as ticketing systems, monitoring, and customer communication. Ensure all information is accurately recorded and tickets are opened according to the organization's established standards; * Monitor and analyze departmental metrics such as CSAT, SLA, activation time, ticket volume, etc., to understand how to improve area outcomes. Report results to management; * Act as the point of contact to resolve critical or complex incidents requiring advanced decision-making, and coordinate issue escalation when necessary; * Identify and implement improvement opportunities in the methodology for delivering Winker product implementation projects, focusing on agility, automation, simplicity, and industry best practices; * Maintain constructive, integrated, and productive relationships with other departments to ensure maximum product performance; * Participate in and/or monitor the launch of platforms and product integrations; * Directly engage in relationships with key or strategic clients, ensuring their needs are met and any issues are resolved quickly and effectively; * Other related responsibilities. **Requirements:** * Team leadership and motivation (minimum 2 years); * Strong verbal and written communication skills; * Deep understanding of customer service principles; * Data analysis and metric-driven decision-making; customer focus and customer-oriented solutions; * Problem analysis and resolution skills; * Knowledge of customer support tools; * Organization and time management; **At Winker, you receive the following benefits:** * Birthday day off; * Happy hour every Friday; * Fully equipped cafeteria for meals; * Relaxation area with pool table and poufs; * Environment and team: Relaxed yet highly productive atmosphere. * Challenges: New projects that will challenge you and drive constant development. **Work model: 100% in-person** **Work location: Av Max Schramm (Jd. Atlântico neighborhood - Florianópolis - SC)**