Support Coordinator

About the Role

We are looking for an energetic and experienced Support Coordinator to lead our support specialists team in a demanding 24/7 operational setting. This position involves managing daily activities of the support team to guarantee timely and superior assistance to our clients around the clock. Success in this role demands excellent leadership, customer-oriented mindset, data-driven daily decisions, and thriving under pressure. Outstanding communication and meticulous attention to detail are essential along with a strong dedication to delivering exceptional client support.

Key Responsibilities

• Provide leadership, supervision, and continuous feedback to support specialists.
• Create and enforce policies, procedures, and best practices for efficient operations.
• Track team efficiency and output, addressing performance gaps proactively.
• Organize staff schedules to maintain 24/7 operational coverage, including nights, weekends, and holidays.
• Lead ongoing training sessions and conduct performance reviews to boost team capabilities.
• Serve as the escalation contact for complicated customer issues and ensure resolution.
• Analyze performance KPIs for the team and overall support functions.
• Investigate unresolved issues after first contact, collaborating with operations and technology teams to devise optimal solutions.
• Exhibit excellence in documenting processes and developing workflows, especially for unforeseen processes.
• Work with cross-functional departments to identify and solve systemic challenges affecting customer satisfaction.
• Keep accurate records of support interactions, including tickets and resolutions.
• Advocate for clients’ needs within the company.
• Set team objectives aligned with company KPIs and guide members towards achieving them.

Qualifications and Skills

• Fluency in English is required; proficiency in Portuguese and Spanish is advantageous.
• At least 2 years of leadership or supervisory experience in time-critical operations.
• Experience working in startups, especially in fast-growing and dynamic environments, is preferred.
• Strong leadership capabilities with proven ability to inspire and drive team performance.
• Excellent interpersonal and communication skills to engage effectively with clients, team members, and stakeholders at all levels.
• Advanced problem-solving skills and strategic thinking under pressure.
• Proven experience in process mapping and workflow creation.
• Familiarity with customer support tools such as ticketing systems, CRM platforms, and knowledge bases.
• Ability to manage multiple priorities efficiently in a fast-paced environment.
• Understanding of industry regulations and customer support compliance standards.
• Competent with using KPIs and data to guide decision-making.
• Higher education degree completed or currently in progress.
• Strong organizational skills for maintaining precise records of interactions and issue resolutions.