Supervise and guide the support team, ensuring adherence to guidelines and conducting regular alignment meetings.
Identify training needs, monitor performance, and provide constructive feedback to promote improvement.
Analyze team metrics, prepare reports for management, and intervene in complex cases.

Requirements:

Proven experience in leading high-volume customer support teams with a focus on real-time operational metrics such as CSAT, TPR, TRT, and quality.
Strong crisis management and conflict mediation skills, with autonomy in decision-making under pressure.
Solid emotional intelligence and motivational leadership to integrate new team members and manage stress during peak periods.

Desirable Skills:

Experience with customer service CRMs such as Salesforce, Zendesk, or similar.
Critical thinking and results-oriented mindset with a proactive, collaborative approach.

Benefits:

Meal or food allowance via Flash, health and dental plans through SulAmerica, and transportation for on-site/hybrid roles.
Extended maternity and paternity leave, childcare assistance, and partnerships with Wellhub and Zenklub for health.
Education incentives, discounted airline tickets, pet insurance, and access to Arco's educational materials for employees' children.

Arco

Arco is an education company that transforms learning by providing innovative educational materials and solutions. They focus on creating an inclusive and diverse environment where employees can grow and develop. They are a growing team with a strong emphasis on supporting each other.

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