Customer Service Supervisor

• Coordinate and lead the customer service team, ensuring high-quality and efficient support for customers in the distributed generation segment
• Supervise, guide, and motivate the team, fostering a collaborative, high-performance environment
• Monitor customer service metrics, ensuring targets are met and delivering an excellent customer experience
• Analyze performance reports and propose corrective and preventive actions
• Provide regular feedback and support the team’s technical and professional development
• Ensure customer service processes are standardized in accordance with Popsol’s business rules and regulatory requirements
• Support the management of critical or escalated cases, ensuring a fast and effective response to customers
• Identify trends and areas for improvement, proposing innovations, automation, and training initiatives
• Integrate Customer Service with the Sales, Operations, Legal, and Finance teams
• Participate in defining strategies to increase customer satisfaction and retention
• Maintain close communication with the department manager, reporting results, challenges, and continuous improvement initiatives

• Bachelor’s degree completed or in progress
• Experience in customer service
• Previous experience supervising, coordinating, or leading teams
• Proficiency in Microsoft Office and performance report analysis
• Knowledge of distributed generation fundamentals is a plus
• Leadership and people management skills
• Assertive communication and negotiation skills
• Analytical mindset, strong organizational skills, and results-oriented approach
• Ability to handle pressure, conflicts, and critical customer requests
• Close collaboration with managers, ensuring strategic alignment