Customer Support Supervisor

Vertem

. Directly lead N1 and N2 customer support teams .

Posted 10/14/2026full-timeBarueri • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing N1 and N2 customer support teams, focusing on people management, operational efficiency, and performance metrics. Proficient in developing team engagement initiatives and ensuring SLA compliance while fostering a positive organizational climate.

Highest-signal resume keywords

Customer Support Team LeadershipPeople Management RoutinesSupport Metrics TrackingOnboarding and Training ExperienceOmnichannel Support Platforms

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SLA Compliance MonitoringCapacity TrackingAbsenteeism ManagementTurnover AnalysisCSAT MeasurementSchedule ManagementTime-Bank TrackingOperational Reporting

Soft Skills

Excellent Communication SkillsFeedback DeliveryCoaching Ability

Tools & Technologies

ZendeskExcelGoogle Sheets

Industry Keywords

Customer Experience (CX)N1 SupportN2 SupportOperational Requests

About the role

Key responsibilities & impact

Directly lead N1 and N2 customer support teams
Conduct one-on-one meetings, provide continuous feedback, and manage individual development plans (IDPs) and career plans
Lead daily stand-up meetings and manage the onboarding of new employees
Deliver feedback and coaching sessions based on quality monitoring reviews
Develop engagement and recognition initiatives and help maintain a positive organizational climate
Monitor support queues in real time and ensure SLA compliance
Support N1 and N2 analysts in resolving questions and operational requests
Create and manage work schedules, time-bank records, and vacation calendars
Monitor capacity, absenteeism, turnover, CSAT, and NPS

Requirements

What you’ll need

Previous experience leading or directly supervising customer support or customer experience (CX) teams operating at N1 and N2 levels
Strong knowledge of people-management routines, including 1:1s, daily check-ins, feedback, and IDP follow-up
Proven experience tracking support metrics, including capacity, absenteeism, turnover, SLA, and CSAT
Experience managing schedules, tracking time-bank hours, and organizing vacations for operational teams
Excellent written and verbal communication skills, with the ability to deliver structured guidance and feedback
Preferred: experience conducting onboarding and training for new customer support hires
Preferred: knowledge of omnichannel support platforms, such as Zendesk or similar tools
Preferred: intermediate proficiency in Excel/Google Sheets for data analysis and operational reporting
Preferred: experience working in operations structured around N1 and N2 complexity levels

Benefits

Comp & perks

Flex Office – 5-day workweek with weekend shifts
Birthday day off + Marketplace points
Flexible working hours
SulAmérica health and dental insurance
SulAmérica life insurance
Psychological support
In-office massage
Relaxation room
TotalPass
Fresh fruit in the office
Flexible meal or food allowance – BRL 43.64 per day
Childcare assistance for children up to 5 years old
Transportation voucher, parking, or company shuttle
Qulture.Rocks – Performance and development management platform
Education assistance after 12 months with the company
Inspiring and disruptive culture
Newborn gift kit
Internal events and engagement initiatives
Exclusive benefits on commemorative dates