💼 About This Role

You'll lead customer support operations at a fast-growing HR-finance tech platform, developing the team, monitoring KPIs, and elevating customer satisfaction. You'll analyze user journeys, remove impediments, and drive data-based improvements to make support a competitive advantage.

🎯 What You'll Do

• Develop support team with coaching, governance, and quality KPIs
• Monitor and elevate customer satisfaction levels
• Analyze user journey and propose simplifications
• Remove impediments with partner teams (AM, Product, Legal)

📋 Requirements

• Experience in operations or customer service management
• Ability to navigate metrics like Contact Rate, TMA, FCR
• Data-driven mindset to build clear hypotheses and improvements
• Genuine passion for customer service and talent development

✨ Nice to Have

• Experience with SaaS support tools
• Knowledge of agile methodologies

🎁 Benefits & Perks

• 💳 Cartão Flash flexible benefits (meal, health, education)
• 🏥 Health insurance and life insurance
• 👶 Extended parental leave + childcare allowance
• 🎂 Day off on your birthday
• 🏠 Hybrid work + home office allowance

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter call· 30 min
2. 2Hiring manager interview· 45 min
3. 3Case or technical interview· 60 min

🚩 Heads Up

• Role mixes people management with operational analytics which may be broad for one person
• No salary range disclosed in listing