Customer Service Coordinator

Description

Job Summary: We are seeking a strategic professional with strong leadership and a continuous improvement mindset to manage the customer service area, ensuring excellence, efficiency, and customer retention. Key Highlights: 1. Strategic management of the customer service area with a focus on excellence 2. Leadership and development of high-performance technical support teams 3. Opportunity to automate processes and optimize the customer experience We seek a strategic professional with strong leadership and a continuous improvement mindset to manage the customer service area, ensuring service excellence, operational efficiency, and customer retention. **Responsibilities:** \* Team Management: Recruit, train, develop, and evaluate the technical performance of the support team, promoting high performance and engagement. \* Process Improvement and Standardization: Establish customer service policies, technical standards, SLAs, and operational workflows, ensuring quality, agility, and standardization in issue resolution. \* Process Automation: Identify automation opportunities in customer service and internal workflows (e.g., tools, integrations, knowledge bases, automated responses, and ticket optimization) to increase productivity, reduce rework, and scale operations. \* Advanced Support: Handle escalated high-complexity technical tickets and lead critical situations or strategic complaints. \* Monitoring and Analysis of Metrics: Define, track, and analyze KPIs (e.g., SLA, AHT, NPS, CSAT, first-contact resolution rate, among others), prepare management reports, and develop action plans for continuous improvement. \* Strategic Vision: Collaborate closely with executive leadership, contributing data, insights, and proposals to optimize the department. **Requirements:** \* Bachelor’s degree in Information Technology, Computer Science, Engineering, or related fields. \* Proven experience managing technical support teams in customer service. \* Experience implementing process improvements and tracking performance metrics. \* Familiarity with support tools, CRM systems, ticketing platforms, and automation solutions is a plus. **Behavioral Competencies:** \* Leadership and ability to develop people Employment Type: Full-time CLT Compensation: R$4\.000,00 \- R$5\.000,00 per week Work Location: Hybrid remote work based in Rio de Janeiro, RJ