Supervisor(a) de Atendimento

Job Description

• This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Supervisor(a) de Atendimento based in Brazil. This role offers the opportunity to lead a customer service operation during a period of transformation and growth. You will be responsible for developing teams, improving operational performance, and enhancing the customer experience. Working in a dynamic, high-volume environment, you will collaborate with multiple areas to solve challenges and optimize processes. The position combines people leadership, data-driven decision-making, and continuous improvement initiatives. You will play a key role in strengthening service quality, productivity, and operational excellence. This is an opportunity for a proactive leader who enjoys building teams and driving meaningful improvements.
• Accountabilities: The Supervisor(a) de Atendimento will be responsible for leading daily operations, developing the customer service team, and ensuring high-quality experiences through efficient processes and performance management. The role requires strong operational ownership, analytical thinking, and collaboration across different teams. Lead, coach, and develop the customer service team, fostering engagement, performance, and continuous growth. Monitor and manage operational indicators such as TPR, TAT, TEI, and CSAT, identifying opportunities to improve results. Support the team in solving complex cases, prioritizing demands, and maintaining service quality. Analyze operational bottlenecks and propose scalable solutions to improve efficiency. Manage high-volume customer interactions while ensuring productivity and customer satisfaction. Collaborate with technology, onboarding, customer success, and other internal teams to improve workflows and communication. Contribute to the evolution of customer service processes, structures, and operational strategies. Requirements: The ideal candidate has previous experience leading customer service operations, strong analytical capabilities, and the ability to manage teams in fast-paced environments. This professional should combine people management skills with operational expertise and a continuous improvement mindset. Previous experience leading high-volume customer service operations. Proven experience managing operational performance indicators such as TPR, TRT, and CSAT. Strong people management skills, including coaching, feedback, development plans, and performance follow-up. Excellent organization, time management, and prioritization abilities. Ability to adapt to dynamic environments and changing priorities. Analytical mindset with the ability to identify problems and structure effective solutions. Strong communication skills and ability to collaborate with multiple stakeholders. Experience with CRM tools such as Salesforce, Zendesk, or similar platforms is a plus. Experience managing multichannel customer service operations and productivity indicators is desirable. Interest in continuous learning, customer journeys, and process optimization. Benefits: Food allowance and/or meal allowance through Flash. Health and dental insurance. Extended maternity and paternity leave. Childcare assistance. Wellness benefits through partnerships focused on physical and mental health. Education incentives and learning opportunities. Discounts on airline tickets. Pet health plan partnership. Access to educational materials for employees’ children. Partnerships for MBA and postgraduate programs. Remote work model.
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