Customer Support Team Lead (Portuguese-Speaking)

Job Description

Customer Support Team Lead: Guide the Best Service Forward!

Como é que um líder de Suporte ao Cliente muda uma lâmpada fundida?

Ele não muda. Ele cria um ticket, pede desculpa à escuridão e promete que a luz voltará entre 24 a 48 horas úteis!

Are you passionate about customer service and skilled in team leadership? Join Best Service Team (BST) as a Customer Support Team Lead and help us set the standard for excellence in the industry. In this remote role, you will oversee our Portuguese-speaking support team, but need to communicate freely in English daily. We also expect for you to ensure that our clients receive the highest level of service.

The Mission

At BST, we don’t just close tickets; we build bridges. We provide high-impact, B2B service solutions for the digital age. As a remote-first, international team, we help world-class brands deliver seamless customer experiences through a blend of cutting-edge expertise and genuine empathy.

What is BST?

BST is a dedicated provider specializing in the intersection of technology and human interaction. We operate globally, bringing together diverse cultures and behaviors to solve complex challenges within the online gaming industry. If you thrive in fast-paced, tech-driven environments and have a knack for leadership, you've found your home.

Responsibilities

• Lead, motivate, and manage a team of customer support representatives to achieve team goals and deliver exceptional service.
• Provide guidance and coaching to team members, fostering a culture of continuous improvement.
• Monitor performance metrics and identify areas for improvement, implementing strategies to enhance team effectiveness.
• Act as a point of escalation for complex customer issues, ensuring timely resolution.
• Coordinate training programs to ensure team members are well-versed in products, policies, and best practices.
• Collaborate with other departments to align customer support processes with overall business objectives.
• Prepare reports and analyze data to inform management decisions and drive operational strategies.

Requirements

• Proven experience in customer support, with a background in a leadership or supervisory role preferred.
• Fluency in English, both written and spoken.
• Strong communication and interpersonal skills, with the ability to inspire and motivate a team.
• Proficiency in using customer service software and other relevant tools.
• Ability to analyze data and derive actionable insights to improve performance.
• Excellent problem-solving skills and a customer-centric mindset.
• Flexibility to work in a fast-paced environment and manage multiple priorities effectively.

Benefits

• Remote work opportunity.
• Flexible working schedule.
• Salary and bonuses based on your performance.
• Learning opportunities.
• Career growth prospects.