Desk Manager - Customer Service (Night Shift)

Own shift performance against SLAs and KPIs, setting goals and monitoring progress. Act as the senior point of contact overnight, making operational decisions and escalating issues as needed. Handle customer interactions and complex escalations, while monitoring individual performance and implementing coaching plans.

Minimum of 1 year of experience in a leadership role within a customer service environment. Advanced English (C1 level) and native-level proficiency in Brazilian Portuguese. Strong computer literacy, especially with MS Office tools, and experience with data analysis and reporting.

Fully on-site position in São Paulo with a rotating shift pattern covering daytime and early evening hours. Weekend working is required as part of the rotation.