Supervisor Service Desk - Portuguese

Technologies we use

Your responsibilities

• Provide frontline leadership, supervision, coaching, and guidance to the Service Desk team.
• Oversee daily team activities and ensure work is completed accurately, efficiently, and within established deadlines.
• Assign tasks, set priorities, monitor progress, and make adjustments to maintain high levels of customer service.
• Support customers with service requests, including trouble tickets, calls, emails, and chat inquiries.
• Assist customers with orders and provide information regarding order status, changes, and returns.
• Address customer questions, comments, and complaints related to products.
• Perform technical and administrative tasks within established operational guidelines when required.
• Ensure compliance with Service Desk and company standards, policies, and procedures.
• Train and develop team members, providing ongoing guidance and support to help them succeed.
• Monitor and evaluate team performance against operational goals and key transactional success measures.
• Identify and address issues proactively, escalating complex matters to higher-level management when appropriate.
• Contribute to a positive, collaborative team environment focused on continuous improvement and customer satisfaction.

Our requirements

• Bachelor’s degree or equivalent combination of education and relevant work experience.
• Typically 4–5 years of experience in Service Desk Support or a related customer support environment.
• Previous experience leading, supervising, coaching, or mentoring a team is preferred.
• Fluent business English skills, both written and spoken.
• Portuguese language preferred.
• Strong customer service, communication, problem-solving, and organizational skills.
• Ability to prioritize effectively and make sound decisions in a fast-paced service environment.

What we offer

• Contract of Employment
• Private Medical Care
• Cafeteria Program
• Multisport Card
• Life Insurance
• Hybrid Work Model (if applicable)
• 26 Days Annual Leave Regardless of Seniority
• Learning & Development (8,000+ Trainings)
• Career Growth Opportunities
• International & Multicultural Environment
• Foreign Language Use
• Employee Assistance Program
• Employee Referral Program
• Supportive & Inclusive Culture

Benefits

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