Coordenação de Suporte – Customer Success Leader

About the role

This senior position leads a Customer Support team in Brazil, driving operational excellence and high‑quality service across multiple channels. You will combine strategic oversight with hands‑on involvement to ensure SLA, CSAT and resolution targets are consistently met.

Key responsibilities

• Lead, mentor and develop a team of up to 10 support professionals.
• Monitor and achieve key performance indicators such as SLA, First Contact Resolution, CSAT and productivity.
• Conduct regular 1:1s, performance reviews and data‑driven feedback sessions.
• Act as a hands‑on leader for high‑complexity or critical cases.
• Identify, design and implement continuous improvements in processes, workflows and service standards.
• Collaborate with cross‑functional teams to enhance customer experience and operational efficiency.
• Foster a culture of accountability, learning and high performance.

Required profile

• Proven leadership experience in customer support or customer success operations.
• Strong understanding of operational KPIs and performance management.
• Data‑driven mindset with the ability to translate metrics into actions.
• Experience structuring processes, workflows and operational documentation.
• Excellent communication skills and an empathetic, people‑oriented leadership style.
• Ability to thrive in fast‑paced environments with urgency and ownership.
• Experience in SaaS, technology or startup settings is a strong plus.
• Familiarity with remote or hybrid team management is a plus.

Required skills

• Salesforce Service Cloud
• BI/reporting tools