Customer Support Group Lead
inDriver
Customer Service
Brazil
Posted on Dec 24, 2025
Responsibilities
- Manage day-to-day team operations: attendance, adherence, shifts, and handovers
- Run daily stand-ups and assign priorities
- Monitor KPIs in real time and trigger corrective actions
- Analyze escalations and repeat contacts; implement improvements
- Report shift performance and communicate product/policy updates
- Coach team members and support onboarding
- Ensure policy, data privacy, and compliance standards
Qualifications
- 2–4 years in Customer Support/Contact Center or Operations
- 1–2 years in a senior agent, coordinator, or team lead role
- Experience managing around 20 agents with direct KPI ownership
- Strong data and KPI analysis skills; comfortable with dashboards
- Experience with CRM/ticketing tools and Google Sheets/Excel
- English + regional language
Nice to Have:
- BPO, e-commerce, fintech, logistics, or ride-hailing background
- QA/WFM knowledge; basic SQL experience