Hybrid Customer Support Coordinator – Technical Support Level 1

at LWSA

• Job title: Customer Support Coordinator – Technical Support Level 1
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• Coordenador de Suporte Técnico, liderando equipe para entregar soluções rápidas e eficientes aos clientes na Locaweb, empresa de hospedagem de sites.

Responsibilities

• Will serve as Coordinator of a Technical Support cell and will be responsible for leading a team that delivers solutions to customers as quickly as possible while maintaining excellent relationships.
• Support the career development and professional growth of the team, acting as a mentor and point of reference;
• Promote continuous improvement within the area, using results-oriented management and driving KPI improvement;
• Proactively collaborate with other areas of the company, contributing to the evolution of products, processes, and customer service practices;
• Promote the company’s values and culture, acting as an example of conduct and leadership;
• Interact directly with customers in strategic situations or cases of higher complexity.

Requirements

• Knowledge of: PDCA, ITIL, KPI design and management, Customer Success, and Strategic Planning;
• Preferred minimum of 1 year of experience managing Technical Support teams;
• Bachelor’s degree; a degree in IT is preferred;
• Knowledge of Data Analytics is desirable.

Benefits

• Medical insurance
• Dental insurance
• Commuter benefit (transportation allowance) or free parking
• Free shuttle service from João Dias terminal to Locaweb
• Meal and/or food allowance
• Work-from-home stipend
• Childcare assistance
• Life insurance
• Gympass
• Paid vacation & related benefits
• Unlimited access to coffee machines
• On-site massage and workplace exercise/stretching sessions
• Relaxation room with TV, pool table, card games, table tennis, video games and bean bags
• Day off
• Annual performance bonus (PPR)
• Wellness and quality-of-life program
• Partnerships with educational and leisure institutions