Customer Service Supervisor – Logistics Back Office

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Kalendae

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2005

🏢 Enterprise

🔒 Cybersecurity

🤝 B2B

Enterprise • Cybersecurity • B2B

Kalendae is a Brazilian IT services and consulting company (Kalendae Soluções em Gestão Ltda) founded in 2005 that provides managed technology solutions to businesses. It operates a Business Command Center and NOC for monitoring IT environments and service availability, and offers IT governance, cloud and infrastructure services, security (including pentesting), application development and support, service desk/field services, outsourcing and consulting to help clients maintain high availability and align technology with business objectives.

📋 Description

• Manage the customer service team (L1 and L2), overseeing performance, daily routines, and employee development • Ensure monitoring and progress of operational requests, guaranteeing deadlines and quality in handling • Support the team in resolving more complex incidents and operational critical issues • Monitor performance indicators (KPIs) and propose actions for continuous operational improvement • Organize and distribute incoming requests among the team • Ensure compliance with processes and operational standards • Interface with internal teams and partners to align and advance requests • Participate in operational meetings to ensure activity alignment and set priorities • Support identification of improvements in processes and operational routines • Track ticket volumes and manage queues and deadlines • Act as the operation's focal point, supporting the team in resolving requests and ensuring smooth execution of activities • Monitor and ensure the quality of service, working on continuous process improvements • Contribute to internal and external communication, promoting alignment between the team, departments, and partners

🎯 Requirements

• High school diploma • University degree in progress or completed (preferred) — ideally in Business Administration, Logistics, Process Management, Business Management, or related fields • Experience leading teams or monitoring operational indicators • Experience in customer service routines, operations, or back-office environments • Courses or certifications in customer service, operations, process management, or leadership • Previous experience in a call center or contact center is a plus • Intermediate Excel skills • Basic IT skills, comfortable with email, web navigation, and using systems

🏖️ Benefits

• Flexible meal allowance: R$ 35.00 per day • Health insurance (Porto Seguro or Unimed) — 100% covered for the primary member • Dental plan (Porto Seguro or Unimed) • Day off on your birthday • Total Pass (gym membership benefit) • Life insurance (Porto Seguro) • Pharmacy discount program • SESC membership benefit • Home office allowance • Potential bonus based on targets/campaigns