Support Coordinator

Main Responsibilities

• Lead and supervise a team of support specialists, providing guidance, support, and feedback as needed.
• Develop and implement policies, procedures, and best practices to ensure efficient and effective operations.
• Monitor team performance and productivity, and take proactive measures to address any issues or gaps.
• Cook up staffing schedules to ensure adequate coverage for 24/7 operations, including nights, weekends, and holidays.
• Conduct regular training sessions and performance evaluations for team members to enhance skills and knowledge.
• Act as a point of escalation for complex or escalated customer issues, and provide resolution as needed.
• Monitor performance KPIs for the team and the general support operations.
• Deep dive over issues not solved as a first touch to develop together with ops and tech best solution.
• Excellence in process documentation, owning to create flows and process for unplanned process.
• Collaborate with other departments to identify and address systemic issues affecting customer satisfaction.
• Maintain accurate records of support activities, including tickets, resolutions, and customer interactions.
• Create the voice and advocate of our clients with other stakeholders of the company.
• Create team goals, according to the company KPIs and provide guidance how to achieve.

Main Requirements

• Proficiency in English, Portuguese and Spanish are a plus.
• Minimum of 2 years in a supervisory or leadership role in time sensitive operations.
• Previous experience in startups is a plus, in particular with hyper growth and uncertain environment.
• Proven leadership skills, with the ability to motivate and inspire team members to achieve goals and objectives.
• Strong interpersonal and communication skills, with the ability to interact effectively with clients, team members, and stakeholders at all levels.
• Excellent problem-solving skills and the ability to think quickly and strategically in high-pressure situations.
• Excellence in process mapping and creation.
• Proficiency in customer support software and tools, such as ticketing systems, CRM platforms, and knowledge bases.
• Able to multitask and prioritize tasks effectively in a fast-paced environment.
• Knowledge of industry regulations and compliance standards related to customer support operations.
• Familiarity with KPIs and data-driven decision-making.
• Graduated in higher education or actively pursuing a degree.
• Strong organizational skills, maintaining accurate records of driver interactions and issue resolutions.