Location
mato grosso
Job Type
Full-time
Posted
July 01, 2026
Job Description
**Position Overview**:
We’re looking for a hands-on **Customer Service Shift Lead** to own live operations and keep customer support running smoothly. You’ll support agents in real time, handle escalations and complex cases, monitor traffic and KPIs, and ensure full coverage throughout the shift.
As the main point of contact, you’ll manage incidents, escalations, handovers, and cross-team communication while acting as the Voice of the Customer. If you thrive in fast-paced environments and enjoy leading teams while protecting service quality, this role offers real impact and responsibility.
**Key Responsibilities**:
- Provide real-time support to agents by assisting with customer complaints and complex cases, including chat takeovers when necessary.
- Assign shift tasks and responsibilities on an ad-hoc basis to ensure operational efficiency.
- Act as a communication hub, relaying crucial information between departments during shifts.
- Manage Help Center banners an...
We’re looking for a hands-on **Customer Service Shift Lead** to own live operations and keep customer support running smoothly. You’ll support agents in real time, handle escalations and complex cases, monitor traffic and KPIs, and ensure full coverage throughout the shift.
As the main point of contact, you’ll manage incidents, escalations, handovers, and cross-team communication while acting as the Voice of the Customer. If you thrive in fast-paced environments and enjoy leading teams while protecting service quality, this role offers real impact and responsibility.
**Key Responsibilities**:
- Provide real-time support to agents by assisting with customer complaints and complex cases, including chat takeovers when necessary.
- Assign shift tasks and responsibilities on an ad-hoc basis to ensure operational efficiency.
- Act as a communication hub, relaying crucial information between departments during shifts.
- Manage Help Center banners an...