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Team Lead Junior - Customer Support BR
SumUpPayments company
São Paulo, BrazilJunior
Goldman Sachs
Temasek
Bain Capital Credit
Crestline
Oaktree Capital Management
American Express
Operations & Strategy
About the role
TL;DR
Lead and motivate a junior customer support team, focusing on problem-solving and process improvement.
- •SumUp is a leading financial technology company empowering small entrepreneurs.
- •This role involves leading a junior customer support team, focusing on problem-solving and team motivation.
- •Key Responsibilities Lead, monitor, engage, and motivate the team in queue handling and problem resolution.
- •Develop action plans based on management methodologies and conduct 1:1s and feedback sessions.
- •Identify and implement process improvements and support area projects.
- •Monitor reports and communication channels to maintain efficiency.
- •Requirements Expertise in KPI analysis and suggestion, data-driven decision-making.
- •Assertive communication with teams and clients.
- •Proactivity and autonomy in problem-solving and quick learning.
- •Experience in leading technical teams and regulatory processes.
- •Experience in conducting feedback and developing agents based on performance data.
Nice-to-have skills
Presentation SkillsExcelPowerPointGoogle AnalyticsGA4Looker Studio
Domain expertise
fintech
Benefits & perks
Health Insurance, Dental Insurance, Psychological Support, Private Pension, Meal Voucher, Transportation Voucher, Home Office Allowance, Wellbeing Program, Life Insurance, Financial Credit, Maternity Leave, Paternity Leave, Day off on birthday, Paid Time Off
Tech stack
ExcelPowerPointGoogle AnalyticsGA4Looker Studio