Support Coordinator

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, 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.

• 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.