Location: Caxias do Sul Office - on-site

Compensation Currency: Brazilian Real (BRL)

Contract: Permanent Full Time (CLT) - 42h/week, flexible hours required

PLEASE ATTACH YOUR CV IN ENGLISH VERSION.

About Us

Cyncly is a leading global provider of specialized visualization, sales, manufacturing and content software and solutions for the retail, design and manufacturing industries.

Cyncly was created to unite Compusoft, 2020 Technologies and their affiliate companies after their merger in 2021. The Company brings together more than 35 years of industry experience to provide a connected platform of configure, price, quote (CPQ) software, online space planning, computer-aided design (CAD) applications, business process management, manufacturing execution systems and enterprise resource planning (ERP). Cyncly serves more than 70,000 customers across 100 countries, with operations in North America, Europe, South America, Asia Pacific, and Africa.

At Cyncly, we are committed to fostering an increasingly diverse and inclusive environment where all voices are valued and celebrated. We prioritize representation from minority groups. We recognize that our unique approach and success stem from the wealth of perspectives brought by our diverse teams.

About the position

As Team Leader within the Support Centre of Excellence (CoE), you will play a pivotal role in leading and managing our award-winning support team. You will ensure that the team delivers exceptional service to our users, focusing on efficiency, quality, and continuous improvement. Working alongside and reporting to the CoE Manager, this role will involve a balanced focus on people management and operational excellence, ensuring that the team not only meets but exceeds our service standard.

Key Responsibilities:

People Management:

1. Leadership: Provide inspirational leadership to the team, directly managing all team members up to, but excluding the 3rd level team, fostering an environment of growth, accountability, and high performance
2. Performance Management: Conduct regular one-on-one meetings and check-ins with team members to discuss performance, set goals, and identify development opportunities. Work closely with the Support CoE leadership on performance management strategies and initiatives.
3. Absence Management: Monitor team attendance and punctuality, addressing any issues as they arise. Implement and manage effective strategies for absence monitoring and mitigation, ensuring minimal impact on team operation

Operational leadership:

1. Ticket Coordination: Oversee the daily management of tickets, ensuring timely and effective resolution. Coordinate tasks and resources to optimize workflow and customer satisfaction.
2. Escalation Management: Serve as the primary escalation point for complex issues that the team is unable to resolve. Facilitate problem-solving and decision-making to expedite resolutions,
3. Stakeholder Engagement: Act as the main point of contact forStakeholder Managers (SMs), organizing monthly meetings and serving as a reliable escalation point. Build and maintain strong relationships with stakeholders to understand their needs and expectations.
4. Resolution Management: Oversee the process of resolution management, including the handling of forms and customer feedback. Ensure that customer issues are resolved efficiently and effectively, with a focus on continuous improvement.
5. Team Goals: Lead the delivery of team goals, aligning with the organization's objectives and strategies. Foster a culture of excellence, innovation, and continuous improvement.
6. Process Management: Create and maintain elevated support processes within our software platform, ensuring that they are efficient, up-to-date, and aligned with best practices. Drive the adoption of these processes within the team to enhance productivity and service quality.

Qualification and Skills:

• Proven experience in a team leadership role within a support or customer service environment.
• Fluent english and portuguese.
• Being able to work on-site at Cyncly Caxias do Sul office.
• Availability to work on Saturdays when needed.
• Strong interpersonal and communication skills, with the ability to motivate and lead a diverse team.
• Excellent problem-solving and decision-making abilities, with a focus on operational efficiency and customer satisfaction.
• Familiarity with support ticketing systems and software platforms is highly desirable.
• Ability to manage multiple priorities and tasks in a fast-paced environment.
• Commitment to continuous learning and improvement, both personally and for the team.

What we offer:

• A role at the heart of our Support Centre of Excellence, with significant impact on our service quality and customer satisfaction.
• Opportunities for professional growth and development within a supportive and dynamic environment.
• A culture that values innovation, accountability, and collaboration.

Benefits:

• National Medical Health Plan (Unimed);
• Dental Assistance (Unimed);
• Life Insurance;
• Meal/ Restaurant allowance (Alelo Tudo);
• Reimbursement of travel expenses and kilometers travelled (if applicable);
• Education Platforms and training funding;
• Gympass;
• Annual Profit Sharing Program;
• Education allowance;
• Maternity & Paternity extension;
• DayOff as a birthday gift;
• Agreement with pharmacies, restaurants and theaters.

Working for us

We are a dynamic and innovative company that still holds onto our founding ethos of collaboration, openness, and commitment to excellence. We have big ambitions and are moving fast to reach them through our biggest asset – our people.

You can expect to work in a supportive and nurturing environment, with experts in their fields who strive for quality and excellence without compromising others. We also believe in a flexible and autonomous working environment, focused on the continual growth of our employees.

Our teams recognize that all people come with a wealth of experience and talent beyond just the technical requirements of the position. Diversity of experience and skills combined with passion is a key to innovation and brilliance, so we encourage candidates from all backgrounds to apply to our roles. Come and join an international and motivated team in a growing technology company.

PwDs are welcome at Cyncly!