Customer Service Supervisor

Responsibilities

• Lead and develop the customer service team, ensuring high performance and engagement
• Monitor and manage operational indicators such as TPR, TAT, TEI, and CSAT
• Support the team in problem-solving and demand prioritization
• Identify bottlenecks and structural problems to propose scalable solutions
• Manage high volumes of service requests while ensuring productivity and quality
• Interface with technology, onboarding, and customer success areas to ensure communication fluidity
• Contribute to the evolution of customer service processes and structure

Requirements

• Previous leadership experience in high-volume customer service operations
• Consistent experience managing operational indicators (TPR, TRT, CSAT)
• People management skills focused on development and feedback
• Strong organization, time management, and prioritization skills
• Analytical capacity to identify problems and structure efficient solutions
• Good communication and stakeholder articulation skills

Preferred Qualifications

• Experience with CRM tools such as Salesforce or Zendesk
• Experience with multi-channel customer service
• Knowledge of productivity indicators and backlog management

Benefits

• Flash meal and/or food vouchers
• SulAmerica health and dental insurance
• Extended maternity and paternity leave
• Daycare assistance
• Wellhub and Zenklub partnerships
• Education incentives and MBA/Post-grad partnerships
• Discounts on airline tickets
• Pet health insurance partnership
• Access to Arco educational materials for employees' children