Activo provides comprehensive solutions in Web Development, Marketing, and Customer Service for international companies. As part of our ongoing commitment to delivering exceptional customer experiences, we are looking for a full-time Customer Support Team Coach to join our team.

This key role will be responsible for leading, motivating, and developing support agents to ensure high-quality service, drive team performance, and uphold Activo’s values and customer service standards.

 Key Responsibilities 

Provide leadership and support to Customer Support team members by setting clear expectations, monitoring performance, and delivering timely feedback to ensure alignment with company goals and standards.

Foster individual and team development by identifying training and upskilling opportunities, encouraging personal growth, and promoting a culture of continuous improvement.

Oversee and execute performance management processes, utilizing tools such as live monitoring, scorecards, and reports to track progress and drive accountability.

Ensure compliance with company policies and procedures, including handling coaching, disciplinary actions, and performance-related follow-ups in partnership with HR.

Collaborate cross-functionally with internal departments (e.g., Financial Services, Training, HR) to resolve escalated issues and ensure a seamless customer experience.

Promote team engagement and a positive work environment by recognizing achievements, encouraging participation in company initiatives, and reinforcing core values.

 Requirements

1 to 3 years of experience leading teams in dynamic, fast-paced environments, with at least 12 months in call center services or a solid understanding of the industry.

Fluency in English, both written and verbal.

Strong knowledge of eCommerce products, internal processes, and company policies.

Proficiency in Microsoft Office and mobile applications.

Experience with CSOL or Hosting is required.

Proven skills in problem-solving, conflict resolution, and adaptability.

Exceptional organizational abilities, attention to detail, and effective multitasking.

Flexible availability to meet the demands of the role. 

Work Modality

Hybrid work model.

This job posting comprises the law No 19691 and its decree No 73/019, which includes the people registered in the National Register of disabled people who have the skills and aptitude for the position described in the present posting.