Customer Service Supervisor

Description

Job Summary: Lead and develop a Level 1 Omnichannel Customer Service team, ensuring customer quality and satisfaction, and contributing to continuous process and product improvements. Key Highlights: 1. Lead and develop the Omnichannel team (chat and email) 2. Monitor and ensure quality and satisfaction metrics 3. International and on-site work environment in Curitiba **Responsibilities and Duties:** ==================================== * Lead the Level 1 Omnichannel Customer Service team (chat and e\-mail) * Serve as the team's focal point for questions and clarifications * Escalate issues or needs to responsible departments * Monitor and ensure positive quality, productivity, and customer satisfaction metrics for your team's interactions * Conduct regular monitoring of your team's interactions to identify deviations and best practices * Align processes when necessary * Implement team development actions, such as feedback, 1:1 meetings, and individual development plans * Map, monitor, and present departmental KPIs * Manage queues to ensure optimal resource allocation (people, processes) * Contribute improvement suggestions for processes and products to enhance agent task execution and customer experience. **Requirements:** =============== * Experience in customer service/omnichannel (chat, email, and tickets). * Agility in probing and identifying problems and solutions. * Excellent verbal and written communication skills. * Flexibility to handle diverse situations and multiple concurrent interactions. * Ability to manage situations from the customer's perspective. * Collaborative spirit, initiative, curiosity, and respect for diversity. * **Preferred Qualifications:** + Completed undergraduate degree. + Experience leading Omnichannel Customer Service teams (Chat/E\-mail). + Experience in logistics, e\-commerce, or technology products/services. + Knowledge of Salesforce, Hubspot, or other customer service and ticketing systems. **About the Position:** ================= * Work model: 100% on-site + Aldeia Coworking \- Station: https://maps.app.goo.gl/7DnF6SMoyiT1Wr53A * Location: Curitiba * International work environment. * Employment type: Full-time \- CLT