Support Coordinator (CX) (Franchises)

About Seazone

Being part of the Seazone team means joining the largest national partner of Airbnb and one of LinkedIn's Top 20 Startups. Our purpose is to bring innovation and technology to the vacation rental market, maximizing profitability for owners and investors while ensuring an excellent experience for guests who choose Seazone properties as their home away from home.

What the Support Team Does

We are responsible for ensuring that franchisees receive fast, effective, and consistent support. We are looking for a leader to manage our team of analysts, improve support quality metrics, and integrate artificial intelligence into daily operations—from routine customer service to decision-making.

Responsibilities

• Lead and develop the support analyst team, monitoring performance, daily operations, and the distribution of support requests from franchisees.
• Monitor support department metrics, such as ticket volume, resolution time, recurrence rates, and franchisee satisfaction/NPS, driving improvement plans.
• Handle the resolution and escalation of complex cases that exceed the analysts' authority.
• Leverage AI tools in daily operations to boost productivity—data and ticket analysis, drafting responses, summarizing information, and decision support—and encourage the team to adopt these tools.

Requirements

• At least 2 years of experience leading support, customer service, or customer success teams.
• Practical knowledge and use of AI tools applied to productivity and customer service.
• Clear and assertive communication skills for guiding the team and interacting with franchisees and other departments.
• Analytical mindset and problem-solving orientation, with autonomy to make decisions and manage complex cases.

Preferred Qualifications

• Practical experience using AI tools such as ChatGPT, Claude, and copilot tools applied to customer service, productivity, and data analysis.
• Experience leading support, customer service, or customer success teams.
• Proficiency with data and metrics for department management and decision-making.
• Strong relationship-building and negotiation skills for interacting with franchisees and internal departments.

Benefits and Incentives

• iFood meal allowance worth R$ 462.00.
• Health and dental insurance after 6 months as a contractor (PJ) at Seazone.
• Semi-annual performance reviews with growth opportunities.
• Feedback-driven culture.
• Birthday day off.
• Paid maternity/paternity leave.
• Referral bonus.
• Discounts on stays booked through the Seazone reservation website.
• Accommodation in Florianópolis (SC) for the company anniversary celebration event.
• Coworking office space available in Florianópolis (SC).

Partnerships

• Partnership with Gympass.
• Partnership with language schools.
• Partnership with ACATE—discounts on university tuition and other benefits.
• Partnership with Conexa Saúde and Psicologia Viva—24/7 telemedicine.
• Partnership with Guapeco—pet health insurance.

About the Hiring Process

• Contract under the PJ (legal entity) model.
• Remote work.
• Paid time off of 15 days every 6 months of contract.