Coordenador (a) de Atendimento (Foco em Contábil / DP)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Coordenador (a) de Atendimento (Foco em Contábil / DP) based in Brazil.

This is a leadership opportunity focused on delivering an excellent customer experience across accounting, tax, and payroll-related support.

You will lead an operational customer service team, balancing productivity, quality, SLAs, and customer satisfaction.

The role combines people leadership with hands-on support for complex accounting, fiscal, tax, and HR administration matters.

You will use operational data and performance indicators to identify bottlenecks and drive continuous improvements.

A key part of the position is developing team capabilities through feedback, training, 1:1s, performance management, and development plans.

You will also help standardize knowledge through procedures, FAQs, guides, and service workflows.

This is a fully remote role suited to an analytical, empathetic, and proactive leader who enjoys improving both people and processes.

Accountabilities

• Lead and monitor the customer service operation, ensuring organization, productivity, quality, and consistency across the team.
• Distribute customer demands according to volume, complexity, priority, and team capacity.
• Monitor key service indicators, including SLA, response times, resolution rates, backlog, re-openings, and customer satisfaction, identifying deviations and improvement opportunities.
• Proactively manage demands at risk of missing SLAs and support corrective actions to improve operational performance.
• Analyze operational data and recommend initiatives to improve productivity, response times, resolution, and customer experience.
• Monitor individual and team performance, providing direction, feedback, and ongoing development support.
• Maintain leadership rituals such as 1:1 meetings, individual development plans, and performance evaluations.
• Support the definition of goals, KPIs, and action plans for the continuous evolution of the operation.
• Act as a point of reference for complex cases, supporting the team with accounting, fiscal, tax, payroll, and customer service questions.
• Identify recurring questions and issues and transform those insights into FAQs, guides, procedures, scripts, and standardized service flows.
• Ensure processes and guidance remain current and are consistently applied by the team.
• Conduct or support technical and behavioral training based on operational needs, performance data, and recurring difficulties.
• Work collaboratively with other teams to resolve recurring problems and improve processes that directly affect customers.
• Ensure the appropriate use of service tools and systems and contribute to greater efficiency, team autonomy, and service quality.

Requirements

• Bachelor’s degree in Accounting, Business Administration, or a related field.
• Postgraduate education or specialization in Accounting, Leadership, Data Analysis, or related areas is a plus.
• Strong knowledge of ticketing and customer service management systems such as Tiflux, Zendesk, or similar platforms.
• Proven experience managing and analyzing customer service KPIs, including SLA, Average Handling Time (AHT/TMA), first-response time, resolution rate, backlog, re-openings, and customer satisfaction.
• Advanced Excel and/or Power BI skills for data analysis, monitoring, and presentation.
• Knowledge of customer service operations management and demand allocation.
• Familiarity with team and task management platforms such as Trello, ClickUp, or similar tools.
• Strong knowledge of accounting, fiscal, and tax routines applied to customer service.
• Knowledge of core Payroll/HR Administration routines, including payroll, employee onboarding, terminations, and basic labor obligations.
• Ability to create practical support materials such as FAQs, manuals, guides, scripts, and service workflows.
• Experience with team training and development, particularly in technical and customer service topics.
• Ability to quickly learn and operate proprietary systems and new technologies.
• Strong analytical, organizational, communication, and problem-solving skills, combined with empathy and a customer-focused mindset.
• Ability to lead and develop people while maintaining a high level of operational accountability.

Benefits

• Monthly Caju benefits card: R$700 per month, with flexible use, no payroll deduction, and maintained during vacation.
• Unimed health insurance: 100% covered for the employee, with coparticipation only when used; dependent coverage is employee-funded.
• Birthday Day Off.
• Wellhub (Gympass) access to gyms and wellness platforms.
• Telepsychology: up to 2 free consultations per month.
• Telenutrition: up to 2 free consultations per month.
• Dasa laboratory network: 15% discount on laboratory tests.
• Pague Menos: 30% discount on generic medicines and 20% on brand-name medicines.
• Estácio partnership to support academic and professional development.
• ImpulsoJá Career Plan, providing a structured framework for professional progression, goals, and career development.
• Gamification program: earn virtual coins throughout your journey and exchange them for rewards such as Kindles, professional events, exclusive gifts, and more.
• 100% remote work model.