Customer Support Coordinator

Description

Job Summary: Lead and develop a customer service team at a growing lawtech, promoting efficient, human-centered, and customer experience-focused service, optimizing processes and strengthening relationships. Key Highlights: 1. Lead and develop the customer service team 2. Optimize processes and strengthen customer relationships 3. Handle critical situations and crisis management **Job Description** --------------------- You will play an extremely important role in doc9’s growth as the Customer Support Coordinator within the Customer Service team. doc9 is a lawtech with an established brand in the legal market, experiencing exponential growth through its legal services: hearings, investigations, and calculations. Additionally, we offer two purely technological SaaS products: Whom and Which. We are composed of curious, entrepreneurial people who value teamwork and believe sustainable growth stems from individuals who love what they do. We are seeking engaged professionals with passion in their eyes and strong motivation to develop and grow with us. **Responsibilities and Duties** ----------------------------------- As \[Job Title], you will work alongside our \[Team Name] team, responsible for the following processes: * Lead the customer service team, promoting efficient, human-centered, and customer experience-oriented service; * Develop the team both technically and interpersonally; * Monitor, analyze, and improve performance metrics such as SLA, NPS, CSAT, and resolution rate; * Design and optimize processes to increase productivity and service quality; * Handle critical situations, supporting the team in managing complex cases and crises; * Strengthen customer relationships by strategically focusing on retention and satisfaction of the client base; * Collaborate cross-functionally to ensure continuous improvement of services and customer experience; * Identify opportunities for automation and enhancement of the customer journey; **Requirements and Qualifications** ------------------------------ To become our new talent, you must: * Prior experience leading customer service or support teams * Strong communication and interpersonal skills * Analytical mindset and results orientation * Experience managing performance metrics (SLA, NPS, CSAT, etc.) * Organizational skills, sense of priority, and ability to operate effectively in dynamic environments * Completed or ongoing undergraduate degree, preferably in related fields And the following knowledge and experience: * Experience in the legal sector or in legal technology companies (LawTechs/LegalTechs) * Experience with customer service tools (Zendesk, HubSpot, Movidesk, Octadesk, or similar) * Experience with customer relationship management platforms, such as SenseData * Knowledge of process automation and continuous improvement * Familiarity with best practices in customer service and customer experience Location: * Availability to work onsite in Porto Alegre, RS, at the Flowork Hub. **Benefits:** --------------- * **CLT Employment Contract** * Meal Allowance \- BRL 35.00/day (Caju Card); * Remote Work Allowance \- BRL 200/month (Caju Card); * BYOD \- Equipment Allowance \- BRL 100/month (Caju Card); * Wellhub (gyms, studios, and wellness apps); * Totalpass; * Conexa Saúde (psychology, nutrition, pharmacy, and lab tests); * Birthday Day Off — choose the day you wish to take off and celebrate! * Bradesco Health and Dental Plan (100% company-funded); * Telemedicine: Vitta Saúde; * Childcare Assistance for parents with children up to six years old, capped at BRL 508.00 (usable for daycare or babysitter payments); * Life Insurance; * Education Assistance Program (available after probation period); * Creditas \- Salary Advance * Caju Materninada \- BRL 250.00 balance on the Caju Card for employees on maternity leave * Short Friday \- For mothers during Mother’s Month and for fathers during Father’s Month * Onhappy * Indica Aí