# Customer Service Supervisor

**Company**: Thomson Reuters
**Location**: São Paulo, São Paulo
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://thomsonreuters.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/Brazil-So-Paulo-So-Paulo/Coordenador-de-Coordenador-de-Atendimento-ao-Cliente_JREQ204412?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/customer-service-supervisor-11029bb4-fd7/

## Description

We are seeking a Customer Service Supervisor to lead the customer service operation of a growing fintech, ensuring excellent customer experience, operational efficiency, and team development.

**Key Responsibilities:**

- Lead and develop the customer service team, monitoring performance, providing feedback, and creating development plans.

- Ensure quality indicators, productivity, and customer satisfaction targets are met.

- Monitor metrics such as SLA, TMA, FCR, CSAT, and NPS.

- Manage daily operations, escalate critical cases, and resolve complex problems.

- Identify opportunities to improve processes and customer journey.

- Collaborate with Product, Technology, and Operations teams to solve root causes of customer issues.

- Prepare management reports and present results to leadership.

- Develop and implement customer service tools.

**Required Qualifications:**

- Bachelor's degree in Administration, Management, Communication, or related fields.

- Previous experience leading customer service teams.

- Experience in fintechs, financial institutions, payment methods, digital banks, or technology companies.

- Knowledge of operational indicators and customer service management tools.

- Experience with omnichannel platforms (phone, chat, email, and WhatsApp).

- Excellent communication and relationship-building skills.

- Experience managing high-volume operations, demonstrating organization, resilience, and prioritization skills.

**Preferred Qualifications:**

- Experience in high-volume and fast-paced environments.

- Focus on customer experience and result delivery.

- Previous experience in customer service or support for SMEs, accounting offices, technology companies, fintechs, or B2B solutions.

**What We Offer:**

- Hybrid work model with flexible schedules.

- Flexibility and work-life balance policies, including up to 8 weeks of remote work per year.

- Professional development and growth opportunities through our "Grow My Way" program.

- Competitive benefits package, including medical and dental assistance, mental health days, and performance incentives.

- Global culture recognized for inclusion, flexibility, and work-life balance.

- Opportunities for social impact through our Social Impact Institute, including paid volunteer days and ESG initiatives.

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## Skills

### Required
- Customer Service
- Team Leadership
- Operational Management
- Communication
- Problem-Solving

### Nice to have
- Fintech
- Omnichannel Platforms
- Performance Metrics
- Process Improvement

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Source: [Apply at thomsonreuters.wd5.myworkdayjobs.com](https://thomsonreuters.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/Brazil-So-Paulo-So-Paulo/Coordenador-de-Coordenador-de-Atendimento-ao-Cliente_JREQ204412?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)