Customer Support Team Lead (Spanish Speaker - Night Shift)

Accountabilities:: You will help drive operational excellence across customer support by developing team capabilities, improving workflows, and ensuring strong customer outcomes. The role combines hands-on coaching with data analysis, incident leadership, and collaboration across the wider organization. Coach and support customer service agents in resolving complex cases and applying support policies and tools effectively. Build team capability to independently resolve complex customer issues through active monitoring, targeted training, and effective delegation. Analyze performance trends and customer behavior to identify product gaps, recurring issues, and opportunities for improvement. Conduct root-cause analyses and use data to improve resolution rates and overall customer outcomes. Continuously optimize team workflows and collaborate with Workforce Management, Quality Assurance, Knowledge Management, and other teams to remove operational blockers. Lead incident resolution, coordinating communication with affected customers, internal stakeholders, and senior support leadership. Monitor key performance indicators such as Resolution Rate, Handling Time, Quality, and Adherence. Provide real-time coaching and guidance to help team members meet service standards and performance objectives. Oversee daily operational execution, applying critical thinking to solve problems and connect individual performance with broader business objectives. Monitor the accuracy of automated customer triage and collaborate with Product teams to improve AI-driven intent mapping. Contribute to global projects and taskforces that support operational change and align local team execution with broader strategic priorities. Requirements We’re looking for a proactive, analytical, and customer-focused leader who can combine strong communication with data-driven decision-making. You should be comfortable working in an international environment, coaching others through complex situations, and taking ownership of operational challenges. Fluency in English and Spanish is mandatory. Portuguese proficiency is a plus. 2+ years of experience in a customer-facing support role, ideally within banking, technology, telecommunications, or an international contact center. Strong proficiency with Google Business Suite and Slack. Experience using AI-driven customer support tools. Knowledge of prompt engineering and data visualization tools for independently analyzing team-level trends. Strong analytical and problem-solving skills. Self-starter mindset with a proactive, solution-oriented approach and strong sense of ownership. Ability to coach, delegate, prioritize, and support team members effectively. Strong understanding of customer expectations and service quality principles. Deep awareness of data security best practices. Comfortable working in a fast-paced, international, and cross-functional environment. Ability to communicate clearly with customers, support teams, senior leaders, and other stakeholders. Benefits Base salary of BRL 10,100 + 20% night-shift premium , with the premium calculated on hours worked during the month. Fully remote work after the initial training period. Position available to candidates residing in the Greater São Paulo area . Monday to Friday schedule from 1:00 AM to 10:00 AM after training. First 15 days of training from 9:00 AM to 6:00 PM . RSUs in a rapidly growing international technology company. Flexible working model. Annual self-development budget. Health and dental allowance for employees and dependents. Company-paid life insurance and Employee Assistance Program (EAP). 30 days of annual vacation. 3 annual “Me” days and 1 volunteer day. Paid 6-week sabbatical after four years with the company. 8 weeks of paid parental leave after one year, plus childcare assistance. Transportation vouchers. Monthly food voucher of BRL 730 . Monthly meal voucher of BRL 1,188 . TotalPass access to thousands of gyms and studios throughout Brazil. Opportunity to work in a diverse, international, equitable, and inclusive environment. Exposure to customer support operations, data-driven performance management, AI-enabled tools, and global projects.