Coordenador de Atendimento e Relacionamento com o Cliente | Osasco
On-siteOsasco, São Paulo, Brazil
Job Summary
Manage Level 1 & Backoffice support demand flow via Salesforce and Twilio, ensuring queue organization, prioritization, and SLA compliance. Lead remote and on-site team members through individual development, continuous feedback, and daily/weekly rituals. Monitor performance, quality, and productivity indicators to drive operational efficiency and continuous improvement. Resolve medium and high-complexity tickets hands-on when necessary while structuring and optimizing operational processes to reduce rework. Act as the focal point for critical demand prioritization and escalations, maintaining alignment with Product, Technology, and Operations teams. Develop action plans to meet targets and foster team evolution.
Required Qualifications
- Pensamento crítico e analítico
- Boa comunicação e habilidade de negociação
- Capacidade de gestão de conflitos e pessoas
- Agilidade, proatividade e senso de dono
- Perfil hands on (mão na massa)
- Organização e excelente gestão do tempo
- Vivência com gestão de indicadores (SLAs, produtividade, qualidade e backlog)
- Experiência prévia liderando times de suporte, backoffice ou operações
- Foco obsessivo na experiência do cliente interno e externo
- Vivência com ferramentas de Helpdesk e CRM (ex: Salesforce, Zendesk, Freshdesk, Movidesk ou similares)
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