Usedesk is an omnichannel customer support platform with a unique and personalized approach. We believe in providing humane support tailored to individual needs, going beyond transactional interactions. With over 400 clients in Europe & Asia, we're expanding to Brazil and Latin America, aiming to be the go-to solution in the region. Our mission is to revolutionize customer support by creating a personalized and empathetic experience. Join us as we redefine the industry and set new standards of excellence.

At Usedesk, we believe in creating an inclusive and diverse workplace. We welcome specialists from all backgrounds, irrespective of race, color, gender, nationality, religion, age, or any other characteristic. We value the strength of diversity, fostering innovation within our team.

As the Customer Support Manager, your key responsibilities will include:

• Hiring and managing a team of customer support representatives and team leads.
• Addressing customer inquiries via email, chat, and messengers, offering guidance on system configuration.
• Collaborating with the product development team by assigning tasks and ensuring smooth communication.
• Participating in platform presentations to showcase our services.
• Implementing our services into customer support processes, conducting audits, optimizing request processing, and customizing Usedesk for clients.
• Writing comprehensive instructions for our knowledge base.
• Assisting in the training of employees from client companies.

To excel in this role, you should have:

• Prior experience in customer support, particularly in text-based channels.
• Proficiency in working with helpdesks and service desks, with knowledge of configuring major platforms.
• Demonstrated innovative thinking and a track record of implementing new solutions.
• Experience managing teams of three or more people.
• Understanding of the importance of a client-oriented approach.
• Fluent English skills (upper-intermediate level) and native proficiency in Portuguese.
• Knowledge of Spanish is a plus.

At Usedesk, we prioritize building strong, long-term relationships with our team members. Here's what you can expect:

• A supportive and collaborative work environment that values mutual understanding, trust, and camaraderie.
• Flexibility during quieter periods, allowing for a couple of days off without complicated procedures.
• Opportunities for professional growth, including working with multiple companies, different industries, and tasks.
• Independence in decision-making and influence over product development.
• Potential career transitions into roles like project management, account management, or system implementation as the company expands.
• Team expansion within the next year, with 1-3 additional support members.
• Salary to be discussed based on qualifications and experience.

We are actively seeking to fill this position as soon as possible

In your cover letter, please share your interest in this position and how your skills align with our requirements. Don't forget to attach your CV for our review. Only successful candidates will be invited for an interview.

This role is full-time offered as a PJ (Pessoa Jurídica) contract.

This is a remote position, but we also have a conveniently located coworking space in São Paulo for occasional in-person work if desired. If you're based elsewhere, remote work is welcome.

Information Technology & Services