Description: * Prior experience in technical support (as a leader or analyst); * Experience working in SaaS companies; * Knowledge of support channels such as Zendesk or Intercom; * Analytical ability to monitor and interpret performance metrics; * Ability to translate the team’s pain points and needs to other areas of the company; * Skill in delivering feedback and fostering an environment of trust and growth; * Resilient profile, capable of maintaining a light atmosphere even under high-pressure situations; * Strong prioritization and multitasking skills; * Autonomy and ability to guide the team amid interruptions and constant changes; * Collaborative leadership mindset, focused on team engagement and retention; * Ability to identify root causes of problems and propose effective solutions; * Agile mindset and sense of ownership, ensuring issues are resolved thoroughly. * Support the team in their daily routines, removing obstacles and ensuring achievement of departmental goals and KPIs; * Develop team members through structured feedback, individual development plans, and expectation realignment; * Conduct daily meetings to communicate guidelines, product updates, new processes, and support strategies; * Assist the team with operational questions and decision-making during complex support interactions; * Hold weekly strategic alignment and performance review meetings; * Consolidate and analyze monthly metrics, including team-level and individual performance data; * Plan and implement continuous improvements to area processes; * Manage team time tracking (adjustments, overtime, absences); * Participate in team recruitment processes, evaluating candidates and conducting interviews when required. 2512200202551874547