Customer Support Team Lead (Spanish Speaker - Night Shift)

📋 Description

• Coach and support customer service agents in resolving complex cases and applying support policies
• Build team capability to independently resolve complex customer issues through active monitoring
• Analyze performance trends and customer behavior to identify product gaps, recurring issues, and
• Conduct root-cause analyses and use data to improve resolution rates and overall customer outcomes.
• Continuously optimize team workflows and collaborate with Workforce Management, Quality Assurance
• Lead incident resolution, coordinating communication with affected customers, internal

🎯 Requirements

• Fluency in English and Spanish is mandatory.
• Portuguese proficiency is a plus.
• 2+ years of experience in a customer-facing support role, ideally within banking, technology
• Strong proficiency with Google Business Suite and Slack.
• Experience using AI-driven customer support tools.
• Knowledge of prompt engineering and data visualization tools for independently analyzing team-level

🎁 Benefits

• Base salary of BRL 10,100 + 20% night-shift premium
• Fully remote work after the initial training period
• Position available to candidates residing in the Greater São Paulo area
• Monday to Friday schedule from 1:00 AM to 10:00 AM after training
• First 15 days of training from 9:00 AM to 6:00 PM
• RSUs in a rapidly growing international technology company