Customer Support Group Lead – Brazil
We’re looking for a Customer Support Group Lead to manage a team of up to 20 support agents and drive daily performance across CSAT, SLA, AHT, QA, and productivity. This role owns team KPIs, runs daily operations, and leads continuous improvement initiatives.
- Manage day-to-day team operations: attendance, adherence, shifts, and handovers
- Run daily stand-ups and assign priorities
- Monitor KPIs in real time and trigger corrective actions
- Analyze escalations and repeat contacts; implement improvements
- Report shift performance and communicate product/policy updates
- Coach team members and support onboarding
- Ensure policy, data privacy, and compliance standards
- 2–4 years in Customer Support/Contact Center or Operations
- 1–2 years in a senior agent, coordinator, or team lead role
- Experience managing around 20 agents with direct KPI ownership
- Strong data and KPI analysis skills; comfortable with dashboards
- Experience with CRM/ticketing tools and Google Sheets/Excel
- English + regional language
- BPO, e-commerce, fintech, logistics, or ride-hailing background
- QA/WFM knowledge; basic SQL experience
