Customer Service Supervisor

Description

Job Summary: Responsible for leading, engaging, and developing Customer Service and Operations teams, ensuring SLA compliance and continuous improvement of customer experience at an innovative digital bank. Key Highlights: 1. Lead and develop Customer Service and Operations teams 2. Focus on customer experience and operational efficiency 3. Work in an innovative and professionally growth-oriented environment **About BS2** We are a 100% digital bank focused exclusively on businesses, offering personalized, human-centered service and tailored solutions — because no business is the same as another. This logic also applies to our culture: we have an innovative DNA that challenges our entire team to constantly reinvent themselves. Here, our employees (the bessers) enjoy an environment that accelerates career growth and offers opportunities to tackle financial market challenges alongside true experts. **Responsibilities and Duties:** * Lead, engage, and develop the Customer Service and Operations team (N1 and N2\), fostering a collaborative, results-driven environment. * Ensure SLA compliance and monitor key operational and customer experience metrics, such as CSAT, NPS, TMA, TME, FCR, productivity, and quality. * Manage the escalation matrix, ensuring appropriate and agile handling and resolution of incidents and critical cases. * Support capacity planning, workforce sizing, and shift scheduling, guaranteeing required operational coverage. * Identify opportunities for continuous improvement, proposing and implementing actions to increase operational efficiency and customer satisfaction. * Oversee onboarding, training, and ongoing development of the team. Manage operational aspects of customer service tools, such as Genesys and partner platforms. * **Requirements and Qualifications:** * Experience coordinating or supervising Customer Service, Service Desk, Operations, or Contact Center teams. * Experience managing and analyzing operational and customer experience metrics (SLA, CSAT, NPS, TMA, TME, FCR, among others). * Analytical mindset, capable of transforming data into action plans and decision-making. * Excellent communication skills, interpersonal relationship abilities, and people management expertise. Proactivity, ownership mindset, and results orientation. * **Work Schedule:** On-site, 5 days per week with possible weekend shifts. **Work Location:** Tupã **Our Benefits:** * Meal Allowance; * Food Allowance; * 13th-month Food Allowance; * Profit Sharing (PLR); * + Health Insurance; * Dental Insurance; * Private Pension Plan; * Daycare Assistance per child up to age 6; * Maternar Program: Professional support throughout pregnancy and postpartum; * Lactation Room for new mothers returning to work; * Wellhub (formerly Gympass); * Birthday Day Off; * Potencializa: Our internal e-learning platform; * Employee Loan Program; * Transportation Allowance, with only a 6% payroll deduction. At BS2, we encourage applications from individuals of diverse ethnicities, genders, religions, sexual orientations, and nationalities. We consider candidates with disabilities for all positions. Everyone is very welcome! About the company: Our essence is human, driven by the energy of a united team that works together, wears the jersey, and makes things happen. No achievement would be (or will be) possible without the BS2 team. Here, everyone moves in the same direction, knowing that together we are stronger! At BS2, we value diversity, inclusion, and equity. Therefore, we encourage applications from individuals of all ethnicities, genders, religions, sexual orientations, nationalities, and those with disabilities, ensuring our team reflects society’s rich diversity. Our main offices are located in Belo Horizonte and São Paulo. Join our team and grow with us!