Activo: Customer Service Team Coach (night Shift)

Customer Support Team Coach

Activo provides out-of-the-box solutions in Web Development, Marketing, and Customer Service to international companies. As part of its commitment to delivering outstanding customer experiences, Activo is seeking to hire a full-time Customer Support Team Coach. This key role is responsible for leading, motivating, and developing support agents to ensure service excellence, drive performance, and uphold Activo's values and customer service standards.

Position Objectives:

• Provide leadership and support to Customer Support team members by setting clear expectations, monitoring performance, and delivering timely feedback to ensure alignment with company goals and standards.
• Foster individual and team development by identifying training and upskilling opportunities, encouraging personal growth, and promoting a culture of continuous improvement.
• Oversee and execute performance management processes, utilizing tools such as live monitoring, scorecards, and reports to track progress and drive accountability.
• Collaborate cross-functionally with internal departments (e.g., Financial Services, Training, HR) to resolve escalated issues and ensure a seamless customer experience.
• Promote team engagement and a positive work environment by recognizing achievements, encouraging participation in company initiatives, and reinforcing core values.
• Ensure compliance with company policies and procedures, including handling coaching, disciplinary actions, and performance-related follow-ups in partnership with HR.

Requisitos:

• The ideal candidate will have 1 to 3 years of experience leading teams in dynamic, fast-paced environments, with at least 12 months in call center services or a solid understanding of the industry.
• Strong knowledge of eCommerce products, internal processes, and company policies is required, along with proven skills in problem-solving, conflict resolution, and adaptability.
• The role demands fluency in English—both written and verbal—and proficiency in Microsoft Office and mobile applications.
• Experience with CSOL or Hosting is also required.
• Exceptional organizational abilities, attention to detail, and effective multitasking are essential.
• Availability for night shifts is required (22:15 a 7:00 a.m).
• The present position comprises individuals registered in the National Register of People with Disabilities (Law 19.691), who meet the conditions and suitability for the position.