Customer Support Team Lead, Early Shift (Remote, Brazil)

The first 15 days are initial training, on-site at the office in São Paulo; after that the role is fully remote. A fast-growing international financial technology company is hiring a Customer Support Team Lead for its early shift. You will lead a team of support agents handling complex customer cases, using data and AI-driven tools to lift performance while keeping the customer experience at the centre. The role combines coaching, process improvement, and people leadership. The schedule runs Monday to Friday, 06:00 to 15:00 local time.

What you'll do

• Coach agents on product knowledge, support policies, and case handling so the team resolves complex cases end to end.
• Monitor team KPIs (resolution rate, handling time, quality, adherence) and give real-time coaching to close performance gaps.
• Analyse performance and customer behaviour data to find root causes, flag product gaps, and improve team workflows with cross-functional partners.
• Support incident response, including keeping affected customers and internal stakeholders informed.
• Build development plans, deliver mandatory training, run 1:1s, and take part in hiring interviews and decisions.
• Monitor the accuracy of automated triage and give feedback to product teams to refine AI-driven intent mapping.

What you need

• Fluent English is required; Portuguese proficiency is preferred for leading a Brazil-based team.
• At least 6 months in a current customer support role with the employer, or 2 years in an external customer support organisation (banking, internet, telecom, or international contact centres preferred).
• Comfortable with Google Workspace, Slack, AI-driven support tools, and data visualisation tools to analyse team trends.
• Self-starter with a proactive, solution-focused ownership mindset and flexibility on working hours to support the team.
• Strong awareness of data security best practices.
• Able to pass a background check and to follow local work-from-home guidelines.

How to apply

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