Customer Support Assistant at Aegro, ensuring client satisfaction through effective problem resolution and service excellence. Contributing to a top rural management platform in Brazil.
About the role
- Customer Support Supervisor overseeing customer support team performance in a global growth engine for commerce. Ensuring high-quality service delivery across multiple channels.
Responsibilities
- Oversee daily operations for a customer support team of 4 to 8 specialists, ensuring SLAs and quality standards are consistently met.
- Monitor and evaluate team performance through metrics, KPIs, and regular audits, providing constructive feedback and coaching to improve outcomes.
- Handle escalated customer inquiries or complaints, ensuring swift and satisfactory resolution.
- Develop schedules and manage resources to ensure adequate coverage across support channels.
- Collaborate with internal departments to resolve complex issues and enhance overall customer satisfaction.
- Lead team meetings, training sessions, and one-on-one coaching to keep the team informed and motivated.
- Identify opportunities for process improvements and implement strategies to optimize team performance and customer experience.
- Prepare reports on team performance, customer feedback, and operational challenges for management review.
- Foster a supportive and collaborative team environment that encourages growth and learning.
Requirements
- Proven experience in customer support, with at least 1 to 3 years in a supervisory or leadership role.
- Strong understanding of customer support metrics, tools, and best practices.
- Exceptional communication and interpersonal skills, with the ability to manage and inspire a diverse team.
- Proficiency in CRM and ticketing systems such as Zendesk, Freshdesk, or similar platforms.
- Problem-solving skills with the ability to make decisions in a fast-paced environment.
- Basic proficiency in English; multilingual abilities are a plus.
- Willingness to work flexible hours, including shifts, weekends, and holidays if required.
Benefits
- We are proud to be an equal opportunity employer, embracing the unique qualities of every individual, regardless of gender, race, age, religion, disability, or other local protected classes.
- Our goal is to foster an inclusive environment where everyone feels welcome and valued.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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