D2C Bilingual Support Supervisor

Location: Sao Paulo, Brazil; hybrid

Company

hirify.global operates a global fintech business with direct-to-consumer customer support and telesales operations.

What you will do

• Lead the day-to-day D2C support operation for Brazil and deliver conversion, quality, productivity, and customer satisfaction targets.
• Manage local BPO partners and drive accountability, operational excellence, and continuous performance improvement.
• Optimize chat and telesales interactions, conversation flows, sales scripts, objection handling, and customer engagement strategies.
• Monitor operational KPIs including conversion rate, average handling time, first response time, productivity, quality scores, and sales performance.
• Manage escalations and operational incidents while ensuring compliance with internal policies and communication standards.
• Collaborate with Commercial, Merchant Operations, Product, QA, Training, and Sales Enablement teams on customer experience and operational improvements.

Requirements

• Experience working with fast-growing companies.
• 3–5 years of experience leading customer support, customer success, contact center, telesales, or e-commerce operations.
• At least 1 year of experience managing outsourced BPO operations and frontline teams.
• Strong background in chat-based customer support, digital sales, telesales, or e-commerce customer operations.
• Advanced knowledge of customer support platforms, especially Zendesk, and CRM tools; strong Excel and performance dashboard skills.
• Advanced English or Spanish, written and verbal, is required for communication with the manager and global stakeholders.

Culture & Benefits

• Work in a fast-growing fintech environment.
• Collaborate with global stakeholders and cross-functional teams.
• Contribute to customer journey improvements, new processes, tools, and business initiatives in Brazil.