Product Support Team Lead

About Us

Compensation is more than a paycheck, and traditional approaches don't adequately reflect it or the way people work today.

We're on a mission to change that. We see compensation as everything a company gives its people in return for the work they do. It should be easier to understand, offer, manage and spend.

Long-term, we're working towards becoming the place where compensation happens and is managed by those who award and receive it. We're on our way to coining the term "Compensation-as-a-service".

We’re proud to be backed by leading European VC funds, having raised over €20 million.

Why you, why now?

As you might know already, we are transforming the way compensation is used and managed by people and companies. This means a lot of things are yet to be created!
First of all we are looking for someone to help us on this journey. Maybe you are looking to help us do it, that’s why you are reading this. Keep going!
Our team is very sharp, collaborative, and energetic! We need someone with drive, focus and proactivity.
Below are the requirements we would love you to meet, some of them deal-breakers, others are a “nice to have”.

You really must have…

• Fluency in Portuguese and English (both written and spoken).
• Proven experience in leading customer support teams for at least 1 year.
• Strong organizational and problem-solving skills, with the ability to work under pressure.
• Exceptional communication and interpersonal abilities.
• Familiarity with customer support tools (Zendesk, Hubspot, etc.).
• Passion for delivering an outstanding customer experience.

It is also important that you have…

• Adaptability: you are comfortable working in a fast-paced and evolving industry. Willingness to learn and adapt to changes in the insurance landscape
• Previous experience in the tech or SaaS industry is a plus
  
  

The Role

On a typical day, you will...

• Start the day by reviewing team performance dashboards and key metrics (e.g., SLA adherence, ticket backlog, customer satisfaction scores).
  
• Host a daily stand-up meeting to align teams on priorities, challenges, and updates.
  
• Monitor ongoing support tickets and assist with escalations when necessary.
  
• Conduct 1-on-1s with team members to provide coaching, feedback, and support.
  
• Liaise with product and engineering teams to address recurring customer pain points or platform issues.
  
• Develop and refine internal workflows to improve efficiency and ensure a seamless customer experience.
  
• Prepare and present performance reports to management, highlighting successes and areas for improvement.
  
• Actively participate in team hiring and training processes.
  
• Stay updated on customer trends, needs, and feedback to propose actionable improvements.
  
• Close the day by reviewing pending tasks and planning for the next.
  

Key Responsibilities:

• Lead and manage three customer support teams.
• Report directly to the Head of Product Support, ensuring alignment on team objectives and strategy.
• Ensure a seamless customer experience by overseeing daily operations and implementing best practices.
• Monitor team performance through KPIs, SLAs, and customer satisfaction metrics.
• Act as an escalation point for complex customer issues, ensuring timely resolution.
• Collaborate cross-functionally with product, sales, and engineering teams to enhance the customer journey.
• Recruit, train, and mentor team members, fostering a high-performance culture.
• Develop and refine support processes to improve efficiency and customer outcomes.
• Report on team performance and insights to the leadership team.

Salary Range

For this position we have a total gross package of 27.500€ to 32.500€. Additionally you'll have Meal Allowance, Health Insurance, plus other benefits you can check here.

Interview Process

We try to streamline our recruitment process under one month:

1. CV Screening and Pre-Interview Quiz;
2. Interview with People ;
3. Interview with Head of Product Ops & Head of Business Ops;
4. Final interview with CEO.

Equal opportunity employer:

Coverflex is an equal opportunity employer. All applicants will be considered and analysed regardless of ethnicity, religion, gender identity, sexual orientation, national origin, age, or disability status.