Job Summary: The VP of Customer Service Engineering supports operations and supervisors to improve operational performance and manages customer service, ensuring quality and synergy. Key Highlights: 1. Assistance and management to improve operational performance. 2. Monitoring and handling of customer service activities. 3. Synergy with teams and stakeholders for indicator control. VP Customer Service Engineering Dir Customer Service SPC **Work Location: Santo André/SP** **Responsibilities and Duties** * Provide assistance to operations, supervisors, and coordination on processes, aiming to improve operational performance; * Maintain alignment with the company’s quality standards and resource optimization guidelines; * Monitor and handle customer service activities, administratively forwarding execution of processes related to installation, repair, address change, and services; * Collaborate with the team responsible for operational indicator controls; * Engage with stakeholders and analyze deviations, taking actions within SLA regarding backlog, service order queues for installations, repairs, address changes, services, and disconnections (landline, broadband, TV); * Support resolution of operational issues by identifying potential failures and deviations; * Assist and act on service backlogs; * Prioritize escalations via email and corporate tools; * Prepare, assist with, send, and escalate daily situations/problems, seeking quick and effective solutions; * Identify potential failures and deviations in partner areas. **Requirements and Qualifications** * Completed High School education; * Intermediate-level experience with Excel / Word / PowerPoint; * Availability for shift work and flexible hours; * Initiative and proactivity; * Strong communication and interpersonal skills; * Commitment and organizational ability. **Additional Information** Here’s what we offer you: At Vivo, we spare no effort in supporting and valuing our employees. These are not only excellent benefits—but also flexible ones. • Choose the ideal benefit for you and your dependents through a digital platform offering multiple categories including Gym, Meal Voucher (VR), Food Allowance (VA), Pharmacy Assistance, Medical Assistance, Dental Assistance, and Life Insurance; • Corporate mobile phone. Yes—a brand-new smartphone for you! • Unlimited voice and data plan! Yes—unlimited! With Brazil’s best mobile network, even faster with Vivo’s 5G! • An exclusive Vivo offer with special discounts on landline, broadband, TV, and apps; • Eligibility for annual Bonus or PPR (Profit Participation Program); • Plan your future through our Private Pension Plan; • Have children? You’ll receive a subsidy to help cover school, daycare, or babysitter expenses; • Work in an environment that respects your personality, your style of dress, your way of being—and where you can be authentically yourself. \#VemdeVocê • Work remotely up to two days per week. \#Mobility • Enjoy flexible working hours; • Take a day off (Day Off) to celebrate your birthday; • Join one of the largest corporate volunteer programs to help transform the world; • Benefit from our Educational Development Program, which offers partnerships with educational institutions at discounted rates, certifications, and online courses; • Advance your career through our Internal Recruitment Program—within Brazil or abroad—as we operate in over 17 countries! \#VivoMinhaCarreira • Access a range of initiatives designed to improve your physical, emotional, and social well-being! Here, we have \#VivoBemEstar, encouraging our team to adopt healthy habits and enjoy a better quality of life! Services available to our employees include consultations with nutritionists, psychologists, social workers, telemedicine, and more! • All our positions are open to people with disabilities and/or rehabilitated individuals. We foster a culture that values diversity, differences, and individual potential! \#VivoDiversidade \#VemPraVivo Important: The only way to apply for Vivo selection processes is via the company pages on the Gupy platform at https://vivo.gupy.io — no application or hiring fees are required. We are a Telefônica Group company, Brazil’s telecommunications leader. Our purpose is to **Digitalize to Connect** people, businesses, and society as a whole—building a more connected nation and transforming the lives of Brazilians. We aim to expand autonomy, personalization, and real-time choices for our customers—putting them in control of their digital lives, safely and reliably—all with the quality only Vivo delivers. To make this possible, we lead a digital transformation process and are revolutionizing our company from within. We’ve implemented agile methodologies across the entire organization, seeking innovative and collaborative ways of working. We strive to foster a diverse and inclusive environment that stimulates creativity, drives innovation, and boosts engagement. At Vivo, culture is the force that transforms strategy into action. We are driven by **Purple Passion**—our unique ability to envision, execute, and overcome barriers with entrepreneurial courage, anticipate trends, and build a future we’re proud of. This energy connects diversity, innovation, and sustainability—turning purpose into impact through technology and its infinite possibilities. **To live this essence, we seek people who embody our 5 Passions**—behaviors reflecting who we are and how we make a difference: * **"The customer’s time is now"**: Solve immediately what truly matters to the customer. * **"People are our best technology"**: Adopt a constructive attitude, collaborate, and trust in human connections. * **"Curiosity works well"**: Act courageously, test new ideas, and learn from every discovery. * **"It can be simpler"**: Get straight to the point, solve with those who matter, and simplify the path. * **"Results are my responsibility"**: Own your actions and outcomes, recognizing that omissions also create impact. We believe **diversity**—in people, experiences, cultures, behaviors, skills, and attitudes—is a differentiator, reflecting the society in which we live. We run a robust internal program anchored on five pillars: Gender, LGBTI+, Race, Persons with Disabilities (PcD), and 50+—ensuring a more inclusive culture and a more diverse, representative workplace. We are a **technology** company inspired by diversity and **innovation**, providing space for everyone, supporting and embracing differences. We believe the path to delivering the best experience to our customers begins with delivering a great experience to our employees. **\#VemPraVivo**