Let's start with the role

This professional is responsible for monitoring Customer Support operations and driving improvements through process optimization and cross-functional collaboration. While this role interacts with BPO partners, the primary focus is on identifying opportunities, redesigning workflows, and ensuring the adoption of new processes that enhance customer satisfaction and operational efficiency.

This role is still a key player in moving the needle in customer-facing KPIs and supporting core improvements, requiring initiative and a can-do attitude. You can expect constant interaction with internal teams in Brazil and Greece.

As a CS Supervisor you will:

• Lead customer support operational improvements with a focus on process redesign, ensuring new workflows are adopted and executed correctly.
• Lead meetings with internal teams to discuss adjustments, processes, and broader projects aimed at impacting core KPIs.
• Drive operational listening sessions to identify improvement opportunities based on feedback from agents and support teams.
• Ensure smooth operations by developing, tracking, and executing action plans in collaboration with internal stakeholders and BPO partners.
• Track operational performance, surfacing trends, inefficiencies, and opportunities for optimization.
• Support the documentation and evolution of CS processes and SOPs.

What you will bring:

• 4–6 years of experience in Customer Support operations, BPO environments, continuous improvement, or related functions.
• Fluency in English.
• Experience working with BPOs or operational teams, ideally within fast-paced tech companies.
• Bachelor’s degree in Business or related fields.
• Knowledge of CRM tools (Salesforce, HubSpot, Zendesk).
• Ability to analyze data and generate insights to guide process improvements.
• Problem-solving skills with a proactive, customer-first mindset.
• Experience with process mapping or project management is a strong plus.

Kaizen Gaming Perks

• 🕑 Hybrid way of working - 3 office x 2 home
• 💰 Competitive pay and bonus scheme
• 🧬 Life Insurance
• 👩‍⚕️ Private health and dental insurance for you and your family
• 🏋️ Multi sports card
• 🍔 Monthly Meal Allowance 
• 🚌 Commuting Allowance
• 👨‍👩‍👧 Family Support
• 🌞 Zenklub
• ⭐ Developmental 360° feedback framework
• 📚 Unlimited access to Udemy & continuous training
• 👫 A buddy will support you with your onboarding
• #LI-Hybrid
• #LI-NK1