Support Supervisor

Job not on LinkedIn

🔥 1 minute ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

✨ Supervisor

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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NEXDOM healthtech

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2024

🏥 Healthcare

💼 Consulting

⚕️ Healthcare Insurance

Healthcare • Consulting • Healthcare Insurance

NEXDOM healthtech is a Brazilian health technology company that provides software and services to transform the management of health plans and operator operations, with a strong specialization in the Sistema Unimed ecosystem. Their solutions include health-plan administration, authorization and attendance workflows, SUS reimbursement processing, beneficiary and corporate portals, relationship and ombudsman management, business intelligence (DataHealth), negative letter handling, online health declarations, and a configurable business rules engine for fraud control and cost management. NEXDOM offers implementation and integration services aligned with ANS and Unimed Brasil regulations, positions itself as a market leader for Unimed customers, and focuses on agile, low-risk deployments and scalable, usage-based pricing.

📋 Description

• Supervise and guide the Support team, ensuring that support activities are carried out in accordance with established SLAs, priorities, and quality standards • Plan and organize the demand workflow based on criticality, business impact, priority, and the team’s operational capacity • Monitor and analyze performance indicators, such as SLA, response and resolution times, backlog, ticket volume, productivity, resolution rate, and customer satisfaction • Identify deviations, bottlenecks, recurring issues, and the operation’s main performance drivers, establishing and monitoring action plans to improve results • Coordinate the response to critical incidents, escalations, and situations with greater customer impact • Ensure the involvement of the necessary teams and appropriate communication during incidents • Ensure the proper escalation and follow-up of requests directed to other support tiers, Application Support, Infrastructure, or other responsible areas • Manage conflicts and situations involving customer dissatisfaction • Ensure the application of support best practices and ITSM processes, especially incident, request, and problem management • Promote standardization and continuous improvement of support and service processes • Ensure the creation, updating, and use of the team’s knowledge base, procedures, and documentation • Manage the team by monitoring performance, providing ongoing feedback, offering guidance, and supporting technical and behavioral development • Work collaboratively with Services, Application Support, and Infrastructure teams to identify and address the root causes of recurring issues • Monitor customer satisfaction indicators and promote initiatives for continuous improvement of the support experience • Prepare and present analyses and information on operational performance, risks, trends, and improvement opportunities • Support initiatives and projects aimed at improving services, processes, and the customer experience

🎯 Requirements

• Bachelor’s degree in Information Systems, Computer Science, Computer Engineering, Business Administration, Technology Management, or a related field • Experience in systems support operations, Service Desk, Help Desk, or technical/functional support • Experience leading, supervising, or coordinating support teams • Knowledge of ITSM processes and best practices • Experience managing and monitoring SLAs • Experience analyzing performance, productivity, quality, and satisfaction metrics • Knowledge of ticketing/Service Desk management tools • Knowledge of incident, request, problem, and escalation management processes • Experience developing and maintaining documentation and knowledge bases • Ability to analyze data and prepare management reports and performance indicators • Ability to guide, develop, engage, and monitor team performance • Focus on quality, effective resolution, and delivering a positive customer experience • Clear and assertive communication with team members, customers, and different areas of the organization • Understanding of the impact of Support operations on customers, the business, and other departments • Ability to interpret scenarios, identify root causes, and direct solutions • Ability to make decisions based on criticality, impact, and business needs • Maturity to manage critical situations, disagreements, and customer dissatisfaction scenarios • Ability to manage operational demands, resources, priorities, and commitments • Ability to anticipate problems, identify opportunities, and propose improvements • Comfortable working collaboratively and developing solutions with other departments • Commitment to SLAs, quality, operational efficiency, and customer satisfaction • ITIL knowledge is a plus • Experience in technology, software, ERP companies, or mission-critical systems environments is a plus • Experience with customer experience metrics, such as NPS and CSAT, is a plus • Knowledge of BI tools and dashboards is a plus • Experience in the supplemental health insurance sector is a plus • Knowledge of health insurance provider processes is a plus • Knowledge of NEXDOM solutions is a plus

🏖️ Benefits

• Health Insurance for you and your dependents (no monthly premium) • Dental Insurance for you and your dependents (no monthly premium) • Meal/Food Allowance • TotalPass • Emotional Wellness Program for you and your dependents • Life Insurance • Birthday month day off • Education allowance • Home office allowance • Transportation allowance • Parking allowance • Flexible hybrid or remote work • Friendly and relaxed work environment • Culture focused on Innovation, Excellence, Commitment, and Teamwork • Fast-growing company