ACTIVO : Customer Service Team Coach

Job Description

Activo provides out-of-the-box solutions in Web Development, Marketing, and Customer Service to international companies.

As part of its commitment to delivering outstanding customer experiences, is seeking to hire a full-time Customer Support Team Coach. This key role is responsible for leading, motivating, and developing support agents to ensure service excellence, drive performance, and uphold Activo’s values and customer service standards.

Position Objectives :

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.

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.

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

Requisitos

The ideal candidate will have 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.

Strong knowledge of eCommerce products, internal processes, and company policies is required, along with proven skills in problem-solving, conflict resolution, and adaptability.

The role demands fluency in English—both written and verbal—and proficiency in Microsoft Office and mobile applications.

Experience with CSOL or Hosting is also required.

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

Must have flexible availability.

The present position comprises individuals registered in the National Register of People with Disabilities (Law 19.691), who meet the conditions and suitability for the position.

Requirements

We are looking for customer Service team coach specialists with at least two year of prior experience in service roles. Proficiency in basic computer troubleshooting is expected, and familiarity with contact center tools and Microsoft Office products is considered a plus. The role requires excellent communication skills across phone, email, and chat, along with the ability to manage multiple interactions efficiently throughout the day. Ideal candidates are highly productive, adaptable to high-performance environments, and motivated by career growth opportunities tied to results. Strong teamwork skills and a proactive attitude are essential. A proficiency level in English is essential for this role. Must have flexible availability. The present position comprises individuals registered in the National Register of People with Disabilities (Law 19.691), who meet the conditions and suitability for the position.