Team Leader – Customer Support

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Team Leader – Customer Support based in Brazil.** We are seeking an experienced Customer Support Team Leader to manage and elevate a high-performing remote support team. This role is focused on ensuring operational excellence, customer satisfaction, and consistent service quality. You will oversee daily support activities, coach team members, and improve processes to create a seamless customer experience. The position requires a proactive professional who can solve problems, make informed decisions, and drive team performance. You will collaborate closely with operations leadership while empowering agents to become more autonomous and effective. Working in a fast-paced digital environment, you will have the opportunity to shape support operations and contribute to business growth. ### Accountabilities: The Team Leader – Customer Support will be responsible for managing frontline support operations, ensuring service standards are met, and fostering a culture of ownership and continuous improvement. The role requires strong communication, operational awareness, and the ability to support a distributed team working across different environments. - Manage daily customer support operations, ensuring team productivity, coverage, workflow organization, and adherence to service standards. - Act as the primary point of contact for support agents during assigned working hours, helping resolve challenges and maintaining operational continuity. - Monitor key performance indicators such as response times, customer satisfaction scores, and quality metrics to identify improvement opportunities. - Handle complex customer escalations and provide guidance to agents on problem-solving, communication, and best practices. - Coach and mentor support team members, helping them develop confidence, autonomy, and stronger decision-making skills. - Ensure compliance with support procedures, workflows, and documentation standards while recommending improvements when needed. - Analyze operational data and provide leadership with actionable insights, trends, and recommendations. - Support onboarding activities, knowledge sharing, and the continuous improvement of customer support processes. ## Requirements: The ideal candidate has experience leading customer support teams in fast-paced environments and demonstrates strong ownership, communication skills, and problem-solving abilities. Experience with digital platforms, SaaS products, or healthcare technology environments is a plus. - 4+ years of experience in Customer Support, Customer Experience, or Operations roles. - At least 2 years of experience in a leadership, team lead, supervisor, or mentoring position. - Proven ability to manage remote teams and maintain performance in distributed environments. - Strong written and verbal English communication skills. - Ability to analyze support metrics and use data to improve team performance. - Comfortable making decisions, resolving issues, and managing priorities independently. - Strong organizational skills with attention to detail and follow-through. - Experience working with CRM systems, SaaS platforms, ticketing tools, or customer support technologies is preferred. - Experience in telehealth, e-commerce, or technology-driven companies is a plus. - Reliable home working environment with stable internet access and availability during U.S. business hours. ## Benefits: - Fully remote work environment with flexibility and autonomy. - Opportunity to work with an international and distributed team. - Direct impact on customer experience and operational growth. - Professional development opportunities with potential career progression into operations leadership roles. - Collaborative culture focused on ownership, innovation, and continuous improvement. - Competitive compensation package. - Work flexibility aligned with U.S. busines…