Description: Apply quickly via email: Requirements and Qualifications: Academic Background: Administration, Engineering, Information Systems, Logistics, Fleet Management, or related fields. Experience: * 5–8+ years in Customer Support/Customer Success/Operations at ERP/SaaS B2B software companies, including at least 2–3 years leading coordinators. Technical Knowledge: * ITIL (foundations) * Customer Success and CX/CS Metrics * Project Management (PMI/Agile) * Tools: Dynamics, Zendesk, Freshdesk, Salesforce, HubSpot, Gainsight, Power BI, Confluence/Notion * Intermediate/Advanced English (preferred) Behavioral Competencies: * Leadership and management of leaders. * Systemic thinking and data-driven orientation. * Results focus and owner mindset. * Consulting skills and influential communication. * Conflict management and negotiation. * Collaboration, empathy, and customer focus. * Initiative, proactivity, and continuous improvement orientation. Responsibilities and Duties: Organizational Context: * Department: Customer Support (Customer Experience/Customer Operations) * Reporting: Reports directly to the CEO and works closely with Product & Technology, Sales/Commercial, Marketing, and Finance teams. * Direct Reports: Support, Onboarding, and Customer Success Coordinators. * Key Cross-Functional Interactions: Product Owner, QA, Technology, Sales, Collections/Receivables, Legal/Compliance (LGPD), Facilities/Infrastructure (telephony/IVR), Marketing (customer communications, knowledge base), and BI/Data Analytics. Work Schedule: Business hours. Knowledge: Education: Bachelor’s Degree — Systems Analysis and Development, (Administrative), (Organizational Administration/Financial Administration/Communication/Ethics and Citizenship/Prevention and Health/Digital Inclusion (Office Suite)/Corporate Sociology/Corporate Law/Human Resources). Engineering, Logistics, Information Systems — Completed. Technical Skills: Confluence/Notion, Customer Success and CX/CS Metrics, Dynamics, Freshdesk, Gainsight, Project Management (PMI/Agile), HubSpot, ITIL, Power BI, Salesforce, Zendesk 2512110202491858649