Job Summary: Lead and ensure comprehensive 24/7 customer service operations, guaranteeing multichannel support, traceability, adherence to response times, and quality control. Key Highlights: 1. Leadership in multichannel customer service operations. 2. Ensuring full traceability and standardized solution/closure of tickets. 3. Management of operational dashboards and continuous service improvement. Lead and ensure comprehensive 24/7 customer service operations for the project, guaranteeing multichannel support, full traceability of each case (unique ticket), adherence to response/solution timeframes, effective escalation, quality control in validated closures, and real-time visibility for service supervision. Responsibilities: 1. Oversee customer service operations and multichannel coverage (phone, WhatsApp, email). 2. Plan and monitor proper execution of preventive and corrective maintenance reported by the service desk. 3. Ensure timely registration of requests and creation of a unique ticket per case. 4. Guarantee billing for installations, preventive and corrective maintenance. 5. Define and control prioritization, assignment, escalation, and tracking of incidents. 6. Ensure full traceability: timeline, responsible parties, actions, and evidence per ticket. 7. Ensure standardized solution/closure: notification, validation of solution, and closure with confirmation. 8. Monitor and ensure adherence to timeframes and SLAs (especially via email channel: rapid case creation and resolution within defined timeframe). 9. Manage real-time operational dashboards (backlog, statuses, escalations, SLAs, productivity). 10. Produce periodic reports: volume, response times, root causes, recurrence rates, improvements. 11. Lead continuous improvement initiatives (knowledge base, quick-reference guides, reduction of recurring incidents). 12. Coordinate with technical teams on contingency plans and resolution of critical failures. -Requirements- Minimum Education: University Degree / Technical Program 3 years of experience Knowledge: Coordination ability, Auditing, Systems Auditing, Tracking, Customer Service, Traceability Keywords: resident, supervisor, deputy manager, responsible person, coordinator, manager, captain, service, costumer, customer