Customer Support Group Lead

Onsite - Full Time - Global Customer Support

Brazil

Application ID: 6972

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.

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Key Responsibilities

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

Skills, Knowledge and Expertise

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

Nice to Have:

BPO, e-commerce, fintech, logistics, or ride-hailing background
QA/WFM knowledge; basic SQL experience

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