Customer Support Coordinator

Description

Job Summary: Customer Support Coordinator to structure and evolve the support operation, ensuring scalability, operational efficiency, and high customer satisfaction. Key Highlights: 1. Lead and develop N1 support teams, N2 specialists, and analysts. 2. Manage critical incidents and escalations. 3. Identify opportunities to improve the customer journey. Take a step forward and let Edenred surprise you. Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world. We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment. **Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.** Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities. We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria. As a Customer Support Coordinator, your goal will be to structure and evolve the support operation, ensuring scalability, operational efficiency, and a high level of customer satisfaction, acting as the liaison between customer requests and internal departments responsible for delivering solutions. You will ensure efficient issue resolution, SLA compliance, service quality, and continuous improvement of the customer experience. **Responsibilities:** * Coordinate the customer support operation structured across three support levels (N1, N2, and analysts), ensuring smooth customer journey flow and efficient issue resolution; * Ensure adherence to service and resolution SLAs, monitoring operational KPIs and implementing corrective actions when necessary; * Lead and develop N1 support teams, N2 specialists, and analysts, promoting alignment, training, and a culture of service excellence; * Establish and ensure proper functioning of triage, escalation, and issue-resolution workflows across different support levels; * Manage critical incidents and escalations, ensuring rapid resolution and appropriate communication with internal and external customers; * Monitor and analyze operational performance metrics, such as response time, resolution time, backlog, productivity, and customer satisfaction; * Ensure quality and standardization of support processes, driving continuous operational improvement; * Collaborate with Relationship, Operations, Technology, and Commercial teams to ensure alignment and efficient resolution of customer requests; * Develop management reports and strategic analyses of the support operation, supporting decision-making and area evolution; * Identify opportunities to improve the customer journey, reducing operational friction and increasing perceived value of the service delivered; * Contribute to customer retention, expansion, and loyalty strategies, working integrally with Customer Success and Relationship teams. ✅ **Requirements:** * Completed undergraduate degree, preferably in Business Administration, Engineering, Information Systems, Logistics, Process Management, or related fields; * Experience managing support or operations teams; * Experience in structured operations with multiple support tiers (N1/N2\); * Experience managing operational KPIs and SLAs; * Experience in B2B customer service and corporate client management; * Experience in operational process improvement. **Preferred Qualifications:** * Intermediate or higher English proficiency; * Desired courses or certifications: Customer Experience (CX), Customer Success Management, ITIL/Service Desk Management, Lean/Continuous Improvement, KPI and Analytics Management. **Details:** **Work Location:** Campo Bom \- RS **Work Model:** On-site **Apply now and Vibe with Us!**