Support Coordinator (Franchises)

Description

**What is it like to be part of the Seazone team?** Being part of this team means you will help build the team of the largest national Airbnb partner company and one of LinkedIn’s Top 20 Startups, contributing to our mission of bringing innovation and technology to the vacation rental market — with the goal of maximizing profitability for property owner clients and investors, while ensuring an excellent experience for guests who choose Seazone properties as their home-away-from-home. ### **What is it like to be part of the Seazone team?** Being part of this team means you will help build the team of the largest national Airbnb partner company and one of LinkedIn’s Top 20 Startups, contributing to our mission of bringing innovation and technology to the vacation rental market — with the goal of maximizing profitability for property owner clients and investors, while ensuring an excellent experience for guests who choose Seazone properties as their home-away-from-home. ### **What does our Support team do?** We are the team responsible for ensuring franchisees receive fast, effective, and consistent support. We seek a leadership-oriented individual to lead the analyst team, improve support quality metrics, and embed AI usage into daily operations — from day-to-day support interactions to strategic decision-making. **Your responsibilities:** * Lead and develop the support analyst team, monitoring performance, daily workflows, and distribution of support requests from franchises. * Monitor support department metrics (ticket volume, resolution time, recurrence rate, franchisee satisfaction/NPS) and drive continuous improvement initiatives. * Handle and escalate complex cases beyond the scope of analysts’ responsibilities. * Use AI tools daily to boost productivity (e.g., data and ticket analysis, drafting responses, summarizing content, decision support), and encourage/capacitate the team in adopting these tools. **What we expect from you:** * Minimum **2 years of experience leading support teams**, customer service, or customer success teams. * Practical knowledge and daily use of AI tools to enhance productivity and customer service. * Clear and assertive communication — both when guiding your team and when interacting with franchisees and other internal departments. * Analytical mindset and problem-solving orientation, with autonomy to make decisions and drive resolutions for complex cases. **You’ll stand out if you have:** * Practical knowledge and daily use of AI tools (e.g., ChatGPT, Claude, copilots) applied to customer service, productivity, and data analysis. * Experience leading support, customer service, or customer success teams. * Data and metrics proficiency for area management and decision-making. * Relationship-building and negotiation skills for interacting with franchisees and internal departments. ### **Perks** ️ Meal allowance — Caju card worth BRL 462.00; Health and dental insurance after 6 months as a PJ contractor at Seazone; Biannual performance reviews with growth opportunities; ️ Feedback-driven culture; Birthday day-off; * ️ Paid maternity/paternity leave; Referral bonus; ✈️ Discounts on accommodations via our booking website; ️ Accommodation in Florianópolis (SC) for Seazone’s anniversary celebration event; ️ Co-working office space available in Florianópolis (SC). ### **Partnerships** ️‍ ️ Gympass partnership; Language school partnerships; ACATE partnership — discounts on university tuition fees and other benefits; Conexa Saúde and Psicologia Viva partnership — 24/7 telemedicine; Guapeco partnership — Pet health insurance plan. ### **About the hiring process** PJ contract; ‍ Remote work; Paid 15-day break every 6 months of contract.