Support Supervisor

NEXDOM healthtech

. Supervise and guide the Support team, ensuring that support activities are carried out in accordance with established SLAs, priorities, and quality standards .

Posted 9/22/2026full-timeRemote • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing support teams and operations, focusing on ITSM processes, SLA management, and performance analysis to enhance customer satisfaction and operational efficiency. Proficient in developing documentation, knowledge bases, and continuous improvement initiatives.

Highest-signal resume keywords

ITSM ProcessesSLA ManagementPerformance AnalysisTeam LeadershipCustomer Satisfaction

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Systems Support OperationsService Desk ManagementIncident ManagementProblem ManagementRequest ManagementData AnalysisDocumentation DevelopmentPerformance MetricsTicketing ToolsContinuous Improvement

Soft Skills

Clear CommunicationConflict ManagementTeam DevelopmentProblem AnticipationCollaborative Solution Development

Tools & Technologies

BI ToolsDashboardsTicketing Tools

Certifications & Qualifications

ITIL Knowledge

Industry Keywords

Customer Experience MetricsNPSCSATHealth Insurance ProcessesSupplemental Health Insurance

Tech Stack

Tools & technologies

ERPITSM

About the role

Key responsibilities & impact

Supervise and guide the Support team, ensuring that support activities are carried out in accordance with established SLAs, priorities, and quality standards
Plan and organize the demand workflow based on criticality, business impact, priority, and the team’s operational capacity
Monitor and analyze performance indicators, such as SLA, response and resolution times, backlog, ticket volume, productivity, resolution rate, and customer satisfaction
Identify deviations, bottlenecks, recurring issues, and the operation’s main performance drivers, establishing and monitoring action plans to improve results
Coordinate the response to critical incidents, escalations, and situations with greater customer impact
Ensure the involvement of the necessary teams and appropriate communication during incidents
Ensure the proper escalation and follow-up of requests directed to other support tiers, Application Support, Infrastructure, or other responsible areas
Manage conflicts and situations involving customer dissatisfaction
Ensure the application of support best practices and ITSM processes, especially incident, request, and problem management
Promote standardization and continuous improvement of support and service processes
Ensure the creation, updating, and use of the team’s knowledge base, procedures, and documentation
Manage the team by monitoring performance, providing ongoing feedback, offering guidance, and supporting technical and behavioral development
Work collaboratively with Services, Application Support, and Infrastructure teams to identify and address the root causes of recurring issues
Monitor customer satisfaction indicators and promote initiatives for continuous improvement of the support experience
Prepare and present analyses and information on operational performance, risks, trends, and improvement opportunities
Support initiatives and projects aimed at improving services, processes, and the customer experience

Requirements

What you’ll need

Bachelor’s degree in Information Systems, Computer Science, Computer Engineering, Business Administration, Technology Management, or a related field
Experience in systems support operations, Service Desk, Help Desk, or technical/functional support
Experience leading, supervising, or coordinating support teams
Knowledge of ITSM processes and best practices
Experience managing and monitoring SLAs
Experience analyzing performance, productivity, quality, and satisfaction metrics
Knowledge of ticketing/Service Desk management tools
Knowledge of incident, request, problem, and escalation management processes
Experience developing and maintaining documentation and knowledge bases
Ability to analyze data and prepare management reports and performance indicators
Ability to guide, develop, engage, and monitor team performance
Focus on quality, effective resolution, and delivering a positive customer experience
Clear and assertive communication with team members, customers, and different areas of the organization
Understanding of the impact of Support operations on customers, the business, and other departments
Ability to interpret scenarios, identify root causes, and direct solutions
Ability to make decisions based on criticality, impact, and business needs
Maturity to manage critical situations, disagreements, and customer dissatisfaction scenarios
Ability to manage operational demands, resources, priorities, and commitments
Ability to anticipate problems, identify opportunities, and propose improvements
Comfortable working collaboratively and developing solutions with other departments
Commitment to SLAs, quality, operational efficiency, and customer satisfaction
ITIL knowledge is a plus
Experience in technology, software, ERP companies, or mission-critical systems environments is a plus
Experience with customer experience metrics, such as NPS and CSAT, is a plus
Knowledge of BI tools and dashboards is a plus
Experience in the supplemental health insurance sector is a plus
Knowledge of health insurance provider processes is a plus
Knowledge of NEXDOM solutions is a plus

Benefits

Comp & perks

Health Insurance for you and your dependents (no monthly premium)
Dental Insurance for you and your dependents (no monthly premium)
Meal/Food Allowance
TotalPass
Emotional Wellness Program for you and your dependents
Life Insurance
Birthday month day off
Education allowance
Home office allowance
Transportation allowance
Parking allowance
Flexible hybrid or remote work
Friendly and relaxed work environment
Culture focused on Innovation, Excellence, Commitment, and Teamwork
Fast-growing company