Support Manager

Description

Job Summary: Lead the Customer Support area, ensuring excellence in multichannel service, operational efficiency, and continuous process improvement. Key Highlights: 1. Leadership and development of support teams 2. Coordination of multichannel customer service and SLA compliance 3. Identification of automation opportunities and process improvements **Job Objective** Lead the Customer Support area, ensuring excellence in multichannel service, operational efficiency, and continuous process improvement. Act as a strategic bridge between customers and internal departments, ensuring technical quality, SLA compliance, and customer satisfaction. **Key Responsibilities** Lead and develop the support team, monitoring individual and collective performance Coordinate customer service across all channels: Reclame Aqui, Crisp, Instagram, WhatsApp, and other platforms Define, monitor, and ensure compliance with response and resolution SLAs Handle critical cases, escalations, and sensitive complaints Establish workflows, playbooks, and quality standards for customer service Track KPIs (TMA, FRT, resolution rate, CSAT, recurrence) and produce management reports Identify opportunities for automation and process/tool improvements Collaborate with Product, Technology, and Risk teams to resolve recurring issues Ensure the team possesses strong technical knowledge of the platform to deliver high-quality support Propose and implement systemic improvements based on data and customer feedback **Required Qualifications** Experience leading support or customer service teams Analytical mindset, data- and metrics-driven Proficiency with technology and technical understanding of the platform/product Familiarity with CRM and customer service tools (e.g., Zendesk, Crisp, Intercom) Excellent communication skills and ability to manage conflicts Strong organizational, prioritization, and multitasking capabilities Hands-on, proactive problem-solving attitude **Preferred Qualifications** Experience in fintech, payment solutions, or transactional environments Experience managing high-volume ticket operations Experience building or restructuring support departments Knowledge of automation, chatbots, or AI implementation in customer service Familiarity with SQL or data analytics tools