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Job Summary: Responsible for supervising night-shift customer support operations, ensuring quality, responsiveness, and effective management of a results-oriented team focused on problem resolution. Key Highlights: 1. Supervise night-shift customer support operations (chat and tickets) 2. Lead and develop the team with a focus on results 3. Proactively handle incidents and critical situations **Our Atlasian People Culture** With an innovative culture, we are transforming how technology is built—delivering value through a social mission that connects hundreds of people across Brazil and around the world. In seven years, we’ve been named a Great Place to Work for four consecutive years, recognized among the top 10 national companies for gender and LGBTQIAPN\+ diversity, ranked 20th best company to work for in Rio Grande do Sul, and debuted in the 2024 Ranking of Best Technology Companies in Brazil. Our environment is welcoming, respectful, and inspiring. We consistently offer opportunities to experiment faster, share knowledge, and help continuously improve our products. **Ready to revolutionize lives with our purpose?** **Key Responsibilities:** * Supervise night-shift customer support operations (chat and tickets), ensuring quality, responsiveness, and SLA compliance. * Monitor real-time operational metrics (AHT, NS, FCR, abandonment rate), acting swiftly on deviations. * Directly manage the team—including task assignment, continuous feedback, and analyst development. * Organize shift schedules, breaks, and team allocation according to volume and shift priorities. * Respond to incidents and critical situations (e.g., system outages, traffic spikes), leading action plans and communications. * Ensure proper application of support processes, workflows, and policies. * Support analysis of support interactions to identify opportunities for improving customer experience. * Consolidate and report shift outcomes—providing visibility into performance, challenges, and opportunities. * Collaborate cross-functionally to resolve recurring issues. * Foster a collaborative, engaged, and performance-driven workplace. **We’re looking for someone with:** * Prior customer support experience, preferably in high-volume operations. * **Availability to work from 5:00 PM to 2:00 AM.** * Knowledge of support metrics (AHT, ASA, FCR, CSAT, abandonment, SLA). * Strong analytical ability to interpret metrics and make rapid decisions. * Excellent verbal and written communication skills. * Ability to handle pressure and make decisions in critical scenarios. * Proficiency with digital tools, support systems, and Microsoft Office suite. * A proactive mindset, ownership mentality, and strong problem-solving orientation. **Nice-to-have qualifications:** * Experience with support tools such as Movidesk, Zendesk, Intercom, or similar. * Experience with 24/7 operations or night shifts. * Knowledge of continuous improvement and support process optimization. * Experience implementing or supporting chat channels. * Experience with structured feedback routines and team development (e.g., PDI, 1:1s). **Work Model and Benefits:** * **Work Location:** 100% **remote**. * **Employment Type:** CLT. * **Anywhere Office** \| Geographic freedom to work from wherever makes sense for you; * **Home Office Allowance** \| R$200.00/month credited to your Caju card; * **Health Insurance** \| Unimed Health Plan (co-payment): for those residing in RS; Bradesco Health Plan (co-payment): for those residing outside RS. * **Fácil Consulta Partnership** \| 75% reimbursement for up to two consultations per month, including psychotherapy; * **Abraço Trans** \| Policy offering legal, psychological, and financial support for transgender individuals; * **English Language Support** \| Reimbursement of up to R$150/month for English learning. * **Meal Allowance** \| R$900.00/month credited to your Caju card for use as VR or VA. * **Vacation & Leave Benefits with VR/VA** \| Employees on vacation or maternity/paternity leave continue receiving VR or VA. * **Monthly Performance Bonus** \| Bonus ranging from R$150.00 to R$300.00 based on monthly performance. * **Wellhub (Gympass)** \| Access to gyms, studios, and wellness apps. We seek a hands-on, proactive individual who enjoys operations, possesses a strong sense of urgency, and can balance people management with results focus—especially in a strategic shift like the night shift.
