Job Summary: Lead, guide, and develop the support team; monitor KPIs; proactively address issues; and ensure customer satisfaction. Key Highlights: 1. Technical support team leadership and development 2. Continuous improvement of processes and customer service 3. Strategic response to critical incidents and escalations **Your Daily Responsibilities:** Lead, guide, and technically develop the support analyst team, promoting continuous improvement and high-quality customer service; Monitor, track, and report on departmental performance metrics, such as SLA, response time, ticket backlog, and customer satisfaction; Proactively identify and resolve potential operational or technical issues that could impact service delivery or customer experience; Directly handle critical incidents and customer escalations, leading necessary actions to ensure resolution; Ensure proper prioritization, classification, and distribution of tickets among analysts to meet established deadlines; Support the team in analyzing and resolving ERP-related technical issues, assisting with root cause analysis and solution definition; Drive continuous improvement of support and service processes by identifying opportunities for optimization and standardization; Analyze customer request data and history to assess demand criticality and urgency, enabling strategic action planning; Build and maintain strong relationships with internal and external customers, ensuring clear communication and alignment; Collaborate with internal teams—including Product, Development, Implementation, and Customer Success—to ensure efficient resolution of requests and system evolution; Report results, risks, incidents, and improvement opportunities to the department manager to support decision-making and technical support advancement. **Requirements:** Knowledge of integrated management systems (ERP), preferably focused on retail, food service, or POS-based operations; Experience in technical system support, including problem analysis and diagnosis; Customer service and support management, with emphasis on quality, issue resolution, and customer experience; Operational support KPI management, including SLA, response time, ticket backlog, and CSAT; Familiarity with ticketing / service desk / customer support tools (e.g., Zendesk, Movidesk, Freshdesk, Blip, or similar); Operational data and service KPI analysis using Excel or similar tools. **Desired Qualifications:** Experience with ERPs tailored to the Food Service / Restaurant segment; Knowledge of restaurant operational processes (POS, inventory, production, finance); Leadership and team management experience, including coaching, performance tracking, and support analyst development; Basic database knowledge (SQL) for data analysis; Familiarity with ITIL best practices for support and incident management; Knowledge of Customer Experience (CX) or Customer Success principles; Experience in operational data and KPI analysis; Experience in SaaS or management software companies; Experience with ticketing platforms such as Movidesk or similar. **What We Offer:** Competitive salary and hybrid work model. **Your Well-being Matters:** Happy Day on your birthday — a day off just for you; Team celebrations; Emotional thermometer; Workplace gymnastics; Emotional health program. **What We Expect from an ACOM Professional:** Hard skills; Soft skills; Organization, determination, proactivity, and commitment to goals and results; Demonstrated commitment to our customers’ success; Collaboration with leadership; Ownership mindset; Willingness to share knowledge; Continuous learning and staying current in your field. **What It’s Like to Work at ACOM:** Our team is exceptional—we collaborate and achieve results together. Our culture is agile, and we’re constantly evolving. We work with autonomy and creativity. Our workplace is relaxed, inclusive, and full of challenges! We encourage professional growth and employee development. **How Our Selection Process Works:** Application; Personality assessment; Resume review; HR interview; Manager interview.
João Silva
Indeed · HR
João Silva
Indeed · HR
