Cloud Customer Support Coordinator

Description

Job Summary: Coordinate the Cloud Customer Support operation, ensuring excellence in service delivery, customer satisfaction, and continuous improvement of departmental metrics. Key Highlights: 1. GPTW-certified company that values growth, learning, and diversity. 2. 24x7 operations leadership focused on excellence and customer satisfaction. 3. Promotes a culture of collaboration, ownership, and continuous improvement. Because the challenge of developing the best solutions to accelerate the business of thousands of companies is also what motivates us to transform our ideas into results—creating outstanding experiences for our people and evolving the tech ecosystem. A GPTW-certified company proud of its people, committed to offering growth journeys, learning opportunities, and valuing diversity of people and perspectives. Because it’s more than a job—it’s a role at Senior. **ABOUT THE CHALLENGE:** We are seeking a professional to coordinate the Cloud Customer Support operation, ensuring excellence in service delivery, customer satisfaction, adherence to service level agreements (SLAs), and continuous improvement of departmental metrics. This leadership role operates within a 24x7 environment and entails responsibility for team management, employee development, customer relationship management, strategic operational analysis, and coordination with internal and external stakeholders. The role demands strong interpersonal skills, negotiation ability, assertive communication, data-driven decision-making, strategic people management, solution orientation, and customer experience focus. **Role Mission** Coordinate the Cloud Customer Support team, ensuring service quality, operational efficiency, SLA compliance, people development, and value generation for customers and the business—acting as the liaison between the team, customers, and internal departments. **KEY RESPONSIBILITIES:** * Coordinate the Cloud Support operation, ensuring service quality, productivity, SLA compliance, and customer satisfaction. * Manage the 24x7 team model by planning shifts, operational capacity, workload distribution, and workforce balance. * Develop team members through feedback, performance monitoring, individual development plans (IDPs), coaching, and succession planning. * Monitor KPIs such as SLA, backlog, productivity, quality, NPS, CSAT, and other operational metrics—leveraging data for prioritization and decision-making. * Engage in customer relationship management, especially during critical situations, escalations, alignment meetings, and initiatives aimed at satisfaction and retention. * Understand stakeholder needs and coordinate actions with departments including Product, Infrastructure, Engineering, Customer Experience, Sales, Services, and Security. * Lead prioritization and negotiations amid multiple concurrent demands, pursuing sustainable solutions for customers and the business. * Identify recurring issues, risks, and improvement opportunities—and propose actions to enhance processes and reduce impact. * Ensure compliance with policies, processes, KPIs, budget, and strategic guidelines under your responsibility. * Foster a culture of collaboration, ownership, clear communication, solution orientation, and continuous improvement. **WHAT WE EXPECT FROM YOU:** * Experience in leadership, coordination, or management of technical support, customer service, Cloud, SaaS, or technology teams. * Experience managing critical operations—preferably in a 24x7 model—or with shift scheduling and operational capacity planning. * Experience managing operational KPIs and making data-driven decisions. * Knowledge of support processes, customer service, incident management, escalation procedures, SLAs, and continuous improvement. * Interpersonal, communication, negotiation, and conflict resolution skills. * Ability to develop people, deliver feedback, and monitor performance. * Strategic vision to align support operations with customer needs, stakeholder expectations, and business objectives. * Completed undergraduate degree in Administration, Information Technology, Engineering, Information Systems, or related fields. * Postgraduate degree or MBA in Service Management, People Management, Project Management, Technology, or related areas. **WHAT WOULD STRENGTHEN YOUR APPLICATION:** * Experience in technology, SaaS, Cloud, or digital services companies. * Knowledge of ITIL, IT service management, SLAs, and continuous improvement. * Experience with ticketing systems, dashboards, BI tools, or advanced Excel. * Experience with NPS, CSAT, customer retention, or churn mitigation. * Familiarity with agile methodologies, automation, root cause analysis, or problem management. * Certifications in ITIL, Cloud, Customer Experience, Customer Success, or leadership. * Intermediate English or Spanish. **Our Benefits:** * Health and dental insurance; * Life insurance; * PPLR—Profit and Results Sharing Program; * Wiipo Card with flexible benefits; * Wiipo Club with exclusive discounts and advantages; * TotalPass—Gym and wellness benefit; * OnHappy—Travel advantage benefit; * Banked hours; * Citizen company: Extended maternity and paternity leave; * Newborn assistance; * PET assistance; * Senior Corporate University; * Career development plan. **The Senior Way:** Our culture respects individuality and empowers people through innovation, collaboration, and autonomy. We believe in plurality because experiences and perspectives are unique—offering opportunities inclusive of diverse people and viewpoints. It is precisely this approach that enables us to achieve outstanding results, driving customer success through the dedication of incredible people. These details are specific to this opportunity, but you can explore all our open positions and learn more about being part of Senior on our careers page: senior.com.br/carreiras **We Are More Senior!** We are a Brazilian company recognized as one of the largest software developers for business management in the country. With over 35 years of history and nationwide presence, we drive the digital transformation of thousands of companies through technology. We expanded internationally with the acquisition of a company in Colombia, strengthening our footprint across Latin America. The quality of our solutions stems from the work of over 3\.600 professionals and a comprehensive portfolio designed for high performance. Guided by our purpose—Empowering People and Accelerating Businesses—we have been recognized eight times as a Great Place to Work®. We continue growing consistently, valuing people, culture, and collaboration—because accelerating the future is part of who we are. Discover more about us at **www.senior.com.br**, or follow our content on social media: