# Supervisor of Live Support (Omnichannel)

> Blaze · São Paulo, Brazil (Hybrid) · Full-time · Posted 2026-05-18

**Workplace:** hybrid

**Department:** Operations

## Description

### Job Summary

Lead and develop a multi-channel customer support team (Chat, Email, Phone) to ensure operational excellence. This role bridges operations and corporate strategy, driving efficiency, team engagement, and continuous service improvement.

### Key Responsibilities

### 1\. Operational & Performance Management

-   **Real-Time Monitoring:** Oversee live operations and roster adherence using Zendesk, Analytics, and Explorer.
-   **KPI Tracking:** Analyze metrics (CSAT, AHT, Abandonment, Acceptance) to ensure targets are met.
-   **Reporting:** Deliver weekly/monthly data-driven reports and action plans to leadership.

### 2\. Leadership & People Development

-   **Team Growth:** Conduct structured 1:1s, provide data-backed feedback, and manage Individual Development Plans (IDPs).
-   **Engagement:** Lead recruitment, onboarding, and practical training to foster a high-performance culture.
-   **Support:** Act as the primary escalation point for complex queries and conflict resolution.

### 3\. Quality & Crisis Management

-   **QA Compliance:** Partner with the Quality team to align standards and monitor service excellence.
-   **Issue Resolution:** Identify systemic vs. operational failures; log technical tickets via Jira and manage crisis communications.
-   **Data Security:** Ensure all interactions comply with LGPD and internal privacy policies.

### 4\. Administrative & Culture

-   **Workforce Management:** Manage time-tracking, shift coverage, and logistics for on-duty agents.
-   **Well-being:** Promote company values, mental health awareness, and a collaborative work environment.

### 5\. Core Competencies

-   **Leadership:** Strategic vision, resilience, and the ability to motivate diverse teams.
-   **Communication:** Ethical, objective, and transparent communication style.
-   **Technical:** Proficiency in Zendesk, BI tools, Jira, and Google Workspace.

### 6\. Key Targets

-   **CSAT:** +10% annual increase.
-   **AHT:** 15% reduction.
-   **Abandonment:** Maintain <5% for Chat.

### 7\. Work Schedule

-   **Flexibility Required:** Includes weekdays, weekends, and holidays.
-   **Scope:** Full management of on-duty staff, ensuring strict adherence to schedules and operational continuity.

## Requirements

**Experience & Education**

-   **Background:** 3+ years of experience in Customer Support/Success, with at least 1–2 years in a leadership or supervisory role.
-   **Education:** Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent practical experience).
-   **Multichannel Expertise:** Proven experience managing operations across **Chat, Email, and Phone** simultaneously.

**Technical Skills**

-   **Platform Proficiency:** Advanced knowledge of **Zendesk** (including Support, Talk, Chat, and Explorer/Analytics).
-   **Tooling:** Familiarity with **Jira** for bug reporting and **Google Workspace** for reporting and documentation.
-   **Data Literacy:** Ability to interpret KPIs and BI dashboards to create actionable operational strategies.
-   **Regulatory Knowledge:** Solid understanding of **LGPD** (General Data Protection Law) and information security best practices.

**Core Competencies**

-   **Leadership:** Demonstrated ability to coach agents, deliver difficult feedback, and manage **Individual Development Plans (IDPs)**.
-   **Crisis Management:** Ability to remain calm under pressure and make quick, data-driven decisions during system outages or volume spikes.
-   **Communication:** Exceptional verbal and written communication skills both in English and Portuguese,
-   **WFM (Workforce Management):** Experience with roster management, shift adherence, and real-time interval control.

**Availability**

-   **Flexible Schedule:** Willingness to work a rotating roster that includes **weekends, holidays, and varying shifts** to ensure 24/7 operational coverage.
-   **Hybrid Requirement:** This is a hybrid position requiring **on-site presence 4 days per week** at our \[Insert City/Office Location\] office.

## Benefits

-   Paid vacation
-   Transportation allowance
-   Meal voucher
-   Health and dental insurance

## Apply

[Apply at Blaze](https://apply.workable.com/blaze/j/ACF632BCBD/apply)

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