Customer Support Team Lead (Early Shift)

Role overview A people-leadership role within a customer support organization serving financial services customers across Latin America. Based in São Paulo, Brazil, the position leads an early-shift support team on a permanent, full-time basis, with a posted monthly salary range of BRL 10,100 to 12,300 and a target start date around November 2026.

Responsibilities - Lead and coach an early-shift customer support team handling financial services inquiries. - Monitor service-level performance, quality scores, and customer satisfaction metrics throughout the shift. - Handle escalations, complex cases, and sensitive customer interactions personally when needed. - Coordinate scheduling, shift handoffs, and workload distribution to maintain coverage targets. - Partner with operations leadership to surface recurring issues and drive continuous improvement.

Requirements - Prior experience leading customer support teams, preferably in financial services or a regulated environment. - Strong communication skills and fluency in the languages used by the Latin American customer base. - Comfort working early-shift schedules and managing live operations in real time. - Track record of coaching agents, improving KPIs, and managing performance conversations.

Benefits and work setup - Permanent, full-time position based in São Paulo, Brazil. - Posted compensation range of BRL 10,100 to 12,300 per month. - Team-lead level role within the broader LatAm customer support organization.