We are seeking a dynamic and experienced Support Coordinator to lead our team of support specialists in a fast-paced 24/7 operations environment. The Support Coordinator will be responsible for overseeing the day-to-day operations of the support team, ensuring that our clients receive timely and high-quality assistance at all times. This role requires strong leadership skills, a customer-centric approach, data driven decision on day-to-day and the ability to thrive in a high-pressure environment. This role requires excellent communication skills, attention to detail, and a commitment to providing exceptional support to our clients. 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. Coordinate 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. Be 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 and Portuguese, Spanish is 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. Ability 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.
