Company Description**TuoTempo is the fastest growing healthcare CRM software-as-a-service in Europe specialized in digitizing healthcare providers by redesigning the patient experience. Our groundbreaking technology is the preferred choice of the biggest healthcare providers in Spain, Italy, Brazil, Mexico and other markets. We are now looking to expand with new team members in order to revolutionize healthcare!****Job Description**:The customer support Manager Latam will be responsible for driving superior customer support services to business clients in Latam. Serving as the first point of contact for customers seeking technical assistance through our system being able to solve problems and allocate to the right internal stakeholder when necessary especially for Mexico and Brazil markets. Reporting to the Global Customer Support Manager, will also be in charge of implementing customer support processes in line with the global process to enhance customer satisfaction. Formulating and revising customer support policies and promoting their implementation if necessary.**Description**- Be in charge of all customer support activity in LATAM- Handle customer requests, questions, and complaints on a variety of support channels through helpdesk- Answer through tickets to solve the problem and improve customer experience- When the issue is too technical assign the ticket to right tech support member- Troubleshoot software issues for end-users- Interact with customers to resolve tech-related questions and queries- Help customers with product features- Understand our users' issues and facilitate their resolution- Analysis of the current support processes and propose a revision if necessary to the global customer support manager- Lead and direct front-line customer support LATAM team- Organize and motivate team members in their day-to-day work- Manage and understand data around incoming case volume- Communicate any trends in customer communication or behaviour to other departments- Informing the team of all new information related to products, procedures, and trends- Assess support statistics and prepare detailed reports on the findings- Oversee and evaluate the team's ongoing training efforts- Deliver performance evaluations and follow the disciplinary process according to company policy**Qualifications**:- Proven customer support experience at least 2 years- General knowledge of OpenSearch is a plus- Customer orientation and ability to adapt/respond to different types of characters- Ability to multitask, prioritize and manage time effectively- Communicating and coordinating with colleagues as necessary- Propensity for problem solving and tend to prefer a solution-oriented approach- Ability to work independently, with an ambition to contribute to the project and improve existing processes- Fluent in Portuguese- Fluent in English- Fluent in SpanishAdditional Information- Our work schedule is from Monday to Friday, from 9am to 6pm;- Need to work beyond your usual hours? We have a time bank for you to use those extra hours as time off later;- We offer a meal allowance worth R$30.00 per day worked, but if you enjoy cooking at home, you can replace it with a food allowance of the same value, or even split it (R$15.00 for meal allowance and R$15.00 for food allowance per day), making life easier for those who are 100% remote or have a hybrid work arrangement;- For commuting to the office, we offer transportation allowance;- When it comes to health, we offer Medical, Dental and Group Life Insurance;- We also offer a Pharmacy Allowance, with discounts ranging from 10% to 70% on medications in the accredited network;- We provide the iFeel app for emotional comfort, which combines traditional psychology with artificial intelligence, helping you on those difficult days;- The ApoioPass offers free professional support and guidance in psychological, legal, economic and social areas, providing support on those more delicate topics;- And fitness? We offer Gympass for you and up to 3 dependents! Because working out alone is boring, right?- Did you think your PET would be left out? Of course not! We offer a Pet Plan, extending care also to your furry friend;- Stock Options - eligible after 6 months with the company (5-year vesting period) - YES! You become a shareholder of the company;- Everyone has a birthday, right? Our gift to you is a Birthday Day Off, so you can celebrate however you prefer, with those you love the most;- We have a robust Partnership Club, with agreements and discounts ranging from educational institutions, such as colleges and language schools, to exclusive banking benefits;- Our Leaves are different here: in case of the passing of loved ones, we offer 10 days; if your PET passes away, you have 2 days. Got married? 7 days off! The baby arrived? We offer 30 days for dad and 6 months for mom;- Liked working here? Then refer a friend or relative! We love hav
