Customer Support Team Lead (Spanish Speaker - Night Shift)
Jobgether
**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Team Lead (Spanish Speaker \- Night Shift) based in Brazil.** This role offers the opportunity to lead a customer support team in a fast\-paced, international technology environment. You’ll coach agents through complex customer cases while using data and operational insights to improve performance and service quality. The position combines people leadership, analytical problem\-solving, incident management, and process optimization. You’ll work closely with cross\-functional teams to remove operational blockers and continuously improve support workflows. You’ll also contribute to the evolution of AI\-driven support tools and automated customer intent mapping. This is a fully remote night\-shift position for candidates residing in the Greater São Paulo area, with initial daytime training. **Accountabilities** You will help drive operational excellence across customer support by developing team capabilities, improving workflows, and ensuring strong customer outcomes. The role combines hands\-on coaching with data analysis, incident leadership, and collaboration across the wider organization. * Coach and support customer service agents in resolving complex cases and applying support policies and tools effectively. * Build team capability to independently resolve complex customer issues through active monitoring, targeted training, and effective delegation. * Analyze performance trends and customer behavior to identify product gaps, recurring issues, and opportunities for improvement. * Conduct root\-cause analyses and use data to improve resolution rates and overall customer outcomes. * Continuously optimize team workflows and collaborate with Workforce Management, Quality Assurance, Knowledge Management, and other teams to remove operational blockers. * Lead incident resolution, coordinating communication with affected customers, internal stakeholders, and senior support leadership. * Monitor key performance indicators such as Resolution Rate, Handling Time, Quality, and Adherence. * Provide real\-time coaching and guidance to help team members meet service standards and performance objectives. * Oversee daily operational execution, applying critical thinking to solve problems and connect individual performance with broader business objectives. * Monitor the accuracy of automated customer triage and collaborate with Product teams to improve AI\-driven intent mapping. * Contribute to global projects and taskforces that support operational change and align local team execution with broader strategic priorities. **Requirements** We’re looking for a proactive, analytical, and customer\-focused leader who can combine strong communication with data\-driven decision\-making. You should be comfortable working in an international environment, coaching others through complex situations, and taking ownership of operational challenges. * Fluency in English and Spanish is mandatory. * Portuguese proficiency is a plus. * 2\+ years of experience in a customer\-facing support role, ideally within banking, technology, telecommunications, or an international contact center. * Strong proficiency with Google Business Suite and Slack. * Experience using AI\-driven customer support tools. * Knowledge of prompt engineering and data visualization tools for independently analyzing team\-level trends. * Strong analytical and problem\-solving skills. * Self\-starter mindset with a proactive, solution\-oriented approach and strong sense of ownership. * Ability to coach, delegate, prioritize, and support team members effectively. * Strong understanding of customer expectations and service quality principles. * Deep awareness of data security best practices. * Comfortable working in a fast\-paced, international, and cross\-functional environment. * Ability to communicate clearly with customers, support teams, senior leaders, and other stakeholders. **Benefits** * Base salary of BRL 10,100 \+ 20% night\-shift premium, with the premium calculated on hours worked during the month. * Fully remote work after the initial training period. * Position available to candidates residing in the Greater São Paulo area. * Monday to Friday schedule from 1:00 AM to 10:00 AM after training. * First 15 days of training from 9:00 AM to 6:00 PM. * RSUs in a rapidly growing international technology company. * Flexible working model. * Annual self\-development budget. * Health and dental allowance for employees and dependents. * Company\-paid life insurance and Employee Assistance Program (EAP). * 30 days of annual vacation. * 3 annual “Me” days and 1 volunteer day. * Paid 6\-week sabbatical after four years with the company. * 8 weeks of paid parental leave after one year, plus childcare assistance. * Transportation vouchers. * Monthly food voucher of BRL 730\. * Monthly meal voucher of BRL 1,188\. * TotalPass acc