Customer Support Leader

Summary

Join Axur, a company dedicated to internet safety, as a Customer Support Leader! This remote position offers a dynamic environment where you'll ensure high-quality service, optimize support processes, and drive customer satisfaction. You will manage a high-performing team, collaborate with cross-functional teams, and work to improve customer experiences. The role involves KPI management, process documentation, and knowledge base optimization. Axur provides a comprehensive benefits package including a home office allowance, flexible benefits, health insurance, life insurance, bonuses, and professional development opportunities. Work from anywhere in the world with super flexible hours!

Requirements

• Fluency in Portuguese
• Experience in conflict and crisis management
• Knowledge of customer support processes and market platforms (e.g., Intercom)
• 4+ years of experience in customer support
• Background in SaaS and B2B companies
• Strong data-driven mindset, with the ability to generate reports and extract meaningful insights
• Excellent communication skills

Responsibilities

• Ensure the quality and performance of the support team by analyzing KPIs, including our AI assistant, Fin
• Work with Product, Customer Success, and Engineering teams to transform customer insights into product improvements
• Handle all aspects of team management, including hiring, performance evaluation, development plans, and employee satisfaction
• Lead customer meetings and handle critical support cases
• Ensure proper process documentation to facilitate seamless customer service
• Manage and optimize the knowledge base to improve self-service support
• Oversee and respond to requests from the crisis management process
• Support initiatives that enhance customer-centricity across the company

Preferred Qualifications

• Advanced or fluent English
• Advanced or fluent Spanish

Benefits

• Home office assistance: an allowance of R$ 2,000.00 in the first month to buy all the items for your home office. Axur will send only the laptop (which must be returned to the company in case of departure)
• Flexible benefit of R$ 990,00 per month
• Health insurance and dental plan (Bradesco Top Nacional)
• Prudential Life Insurance
• Annual Employee Bonus Plan
• Possibility of Employee Stock Options Plan (equity participation in the company)
• Anywhere Office work model
• Super flexible hours
• TotalPass
• Language classes and a platform for study with more than 25 idioms
• Culture focused on the individual development of Axurians (360º evaluation and Individual Development Plan (IDP))
• Agreements and partnerships for individual development (Coursera, Udemy, OpenEnglish, Fisk, MBA USP ESALQ, and others)
• Internal Rewards Programs (Best Recruiters, and others)
• Parental Leave Program (Pregnant and Companion; Adopter and Adaptation period)