CCO & Level 1 Support Supervisor

Description

Job Summary: Responsible for coordinating CCO and Level 1 Support teams, ensuring operational continuity, service quality, and incident resolution. Key Highlights: 1. People management and performance of CCO and Level 1 Support teams 2. Coordination of operations and support for service continuity 3. Incident management and continuous process improvement Work Mode: On-site in Vila da Serra/Nova Lima. Responsible for coordinating teams and operations of Betruck’s Operational Control Center (CCO) and Level 1 Support, ensuring customer operational continuity, service quality, adherence to service level agreements (SLAs), and rapid resolution of incidents and operational deviations. Manages people, schedules, KPIs, procedures, tickets, alerts, and incidents—ensuring demands are correctly identified, classified, prioritized, handled, and escalated. Promotes preventive CCO actions, operationally leads critical incidents, and integrates efforts across CCO, Support, Customer Success, Technology, Product, and other involved areas—structuring processes and information to support continuous improvement and enhance customer experience and operations. OPERATIONAL CONTROL CENTER (CCO) MANAGEMENT * Coordinate monitoring of customer operations, ensuring coverage according to defined schedules and procedures per operation. * Ensure proactive identification of deviations, outages, interruptions, and risks that may cause operational impact. * Guarantee registration, communication, tracking, and closure of incidents, with swift and appropriate prioritization. * Guide the team in decision-making and escalation to responsible parties during critical situations. * Monitor critical operations, implementations, and periods requiring assisted CCO intervention. LEVEL 1 SUPPORT MANAGEMENT * Coordinate receipt, analysis, classification, prioritization, and handling of requests submitted to Support. * Ensure tickets contain clear descriptions, sufficient evidence, identified impact, and proper classification. * Ensure differentiation among usage questions, process failures, configuration issues, incidents, bugs, integrations, and improvement requests. * Monitor escalations to Technology, Product, Customer Success, and other areas, preventing improper or incomplete submissions. * Guarantee customer follow-up and tracking of requests until effective resolution. INCIDENT MANAGEMENT AND OPERATIONAL CONTINUITY * Coordinate response to critical incidents—defining severity, priority, responsible parties, communications, and containment and restoration actions. * Keep internal teams and customer stakeholders updated during high-impact incidents. * Ensure logging of timeline, decisions, actions taken, solution applied, and lessons learned. * Identify root causes and recurrences, tracking corrective and preventive action plans to completion. INTEGRATION WITH CUSTOMER SUCCESS AND INTERNAL AREAS * Keep Customer Success informed about incidents, risks, recurrences, and operational difficulties identified across accounts. * Provide KPIs and information supporting analysis of customer operational health and action plans. * **Ensure all teams know and execute each customer’s rules, procedures, and operational agreements.** * Collaborate closely with Technology, Product, Implementation, and other areas to ensure operational agility and capacity. * **PEOPLE MANAGEMENT AND PERFORMANCE** * Plan and monitor schedules, coverage, productivity, quality, and team performance. * **Conduct alignment sessions, feedback, evaluations, and development plans.** * Deliver technical, operational, and behavioral training to prevent knowledge silos. * **Support selection, onboarding, and training of new team members.** * Reinforce a culture of accountability, operational discipline, collaboration, continuous learning, and customer focus. * **KPIs, PROCESSES, AND CONTINUOUS IMPROVEMENT** * Track SLA, response and resolution times, backlog, recurrence, reopens, escalations, severity, productivity, and quality. * **Analyze volumes by customer, module, and incident type to identify root causes and improvement opportunities.** * Experience managing operational KPIs and monitoring SLAs. * Prior leadership or coordination experience with support, service, or operations teams. * Experience in technology environments, SaaS, digital platforms, or B2B service delivery. * Experience in incident management and problem resolution. * Familiarity with customer service processes. * Structure and maintain procedures, manuals, checklists, escalation matrices, and knowledge bases. * **Identify opportunities for automation, standardization, and efficiency gains.** * Present results, risks, needs, and action plans to the Operations Directorate. * Preferred: Experience in technology, logistics, or mining sectors. * Knowledge of Customer Success and customer experience principles. Compensation: R$6\.000,00 \- R$6\.500,00 per month Work Location: On-site