Customer Support Supervisor

🔥 22 minutes ago

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Arco Educação

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📚 Education

🤝 B2B

Education • B2B

Arco Educação é uma companhia brasileira focada em soluções educacionais para o ensino básico, desenvolvendo conteúdo, tecnologia e serviços para mais de 1. 3 milhões de alunos e mais de 5. 000 escolas privadas em todo o país, abrangendo desde a educação infantil até o ensino médio. O propósito da Arco é aliar educação de excelência e gestão eficiente.

📋 Description

• Lead and develop the customer support team, ensuring high performance and engagement • Monitor and manage operational KPIs such as TPR, TAT, TEI and CSAT, working directly to improve results • Work closely with the operation, supporting the team in problem resolution and prioritization of requests • Identify bottlenecks and structural issues, proposing scalable solutions • Manage a high volume of support requests, ensuring productivity and quality of delivery • Act as an interface with other areas and partners, ensuring alignment and smooth communication, especially with technology, onboarding and customer success teams • Contribute to the evolution of processes and the structure of the support area

🎯 Requirements

• Previous experience leading high-volume support operations • Demonstrated experience managing operational metrics (such as TPR, TRT and CSAT) • People management skills, focused on development, monitoring and providing feedback • Strong organization, time management and prioritization skills • Adaptable profile suited to dynamic environments • Analytical ability to identify problems and structure efficient solutions • Good communication and ability to liaise with different stakeholders • Previous experience with CRM tools (e.g., Salesforce, Zendesk or others) — a plus • Experience with multichannel support and managing performance metrics — a plus • Curiosity and initiative to continuously learn about products and the educational customer journey — a plus • Ability to collaborate with colleagues and share best practices in an accessible way — a plus • Strong teamwork orientation and a continuous drive for self-development and improvement; knowledge of productivity metrics and backlog monitoring — a plus

🏖️ Benefits

• Food and/or meal voucher (Flash) • SulAmérica medical and dental plan • Transportation allowance for on-site and hybrid roles • Extended maternity and paternity leave • Childcare assistance • Partnerships with Wellhub and Zenklub • Education incentives • Discounts on airline tickets • Partnership for pet health insurance • Access to Arco educational materials for employees' children • Partnerships for MBA and postgraduate programs