Customer Support Team Lead (Spanish Speaker - Night Shift)
J
JobgetherCustomer support technology
This is a fully remote night-shift position for candidates residing in the Greater São Paulo areaFull-TimeLead
SalaryBase salary of BRL 10,100 + 20% night-shift premium, with the premium calculated on hours worked during the month. Monthly food voucher of BRL 730. Monthly meal voucher of BRL 1,188.
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Job Details
- Languages
- Fluency in English and Spanish is mandatory. Portuguese proficiency is a plus.
- Experience
- 2+ years of experience in a customer-facing support role
- Required Skills
- Data visualizationSlackPrompt EngineeringCustomer support
Requirements
- Fluency in English and Spanish is mandatory.
- Have 2+ years of experience in a customer-facing support role; banking, technology, telecommunications, or an international contact center experience is preferred.
- Demonstrate strong proficiency with Google Business Suite and Slack.
- Have experience using AI-driven customer support tools.
- Have knowledge of prompt engineering and data visualization tools for independently analyzing team-level trends.
- Demonstrate strong analytical and problem-solving skills.
- Be able to coach, delegate, prioritize, and support team members effectively.
- Understand customer expectations and service quality principles.
- Have deep awareness of data security best practices.
- Communicate clearly with customers, support teams, senior leaders, and other stakeholders.
- Portuguese proficiency is a plus.
Responsibilities
- Coach agents in resolving complex cases and applying support policies and tools.
- Build team capability through monitoring, targeted training, and delegation.
- Analyze performance trends and customer behavior to identify product gaps, recurring issues, and improvement opportunities.
- Conduct root-cause analyses and use data to improve resolution rates and customer outcomes.
- Optimize workflows and collaborate with Workforce Management, Quality Assurance, Knowledge Management, and other teams.
- Lead incident resolution and coordinate communication with affected customers, internal stakeholders, and senior support leadership.
- Monitor Resolution Rate, Handling Time, Quality, and Adherence.
- Provide real-time coaching and guidance to help team members meet service standards and performance objectives.
- Oversee daily operations and connect individual performance with broader business objectives.
- Monitor automated customer triage accuracy and work with Product teams to improve AI-driven intent mapping.
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