JoomPro is a tech enabled turnkey solution for B2B importing goods from China. We aspire to create a new level of service in the wholesale purchasing market. We want to give everyone from anywhere in the world an opportunity to order goods from factories in China (and other countries in future) quickly, easily, and safely.
JoomPro is one of the key businesses of Joom, international group of e-commerce companies that was founded in 2016 in Latvia. Joom also includes other businesses: Joom Marketplace, a platform for shopping from all over the world; Onfy, a pharmaceutical marketplace in Germany, and Joom Pulse, data platform that provides analytics and recommendations for marketplace sellers. Joom’s offices are located in Latvia, China, Hong Kong, the USA, Germany, Brazil and Portugal. Joom Group has HQ in Lisbon, Portugal.
Now we are looking for a Head of customer support in Brazil to manage the team responsible for the after-sales operations support and optimize the processes.
Key Responsibilities
- Team Management:
- Lead the team responsible for managing after-sales operations
- Set clear performance expectations and conduct regular performance reviews
- Encourage a customer-centric approach within the team
- Manage team operational tasks and keep the momentum with the team
- Process Optimization:
- Analyze execution of small batches to identify drop-off points and implement improvements
- Collaborate with the whole Sales area to achieve targets and improve processes
- Monitor and manage the internal execution process for small batches
- Implement feedback mechanisms to gather customer insights and inform service improvements and coordinate with the Marketing, Logistics and Procurement teams
- Reporting and Analysis:
- Generate regular reports on sales performance, small batches traffic, and customer behavior
- Use data analytics to inform decision-making and strategic planning
- Present findings and recommendations to senior management
Requirements
- 5+ years of experience in sales operations or customer support/call center
- 3+ years of experience in leadership/coordination roles (as a Team Lead, Supervisor, or similar)
- Proven experience leading operational teams with high-volume routines
- Strong ability to build, document, and follow sales processes with discipline
- CRM proficiency (preferably Hubspot): pipeline management, workflows, reporting
- Fluent in English
- Excellent communication skills (verbal and written)
- Strong analytical skills: able to read dashboards and make data-driven decisions
- Self-starter, organized, and hands-on with a mindset of continuous improvement
We are offering
- Compensation Package: base salary + performance-based bonuses, CTL employment
- Global Team & Growth: work with colleagues across Portugal, Brazil, Latvia and China, with opportunities for internal promotions, trainings, professional events, and English classes
- Office-first: flexible hours with a possibility to work remotely 52 days per year, 30 days of paid annual leave
- Care for Joomers: extended health insurance for the employees, their spouses, and children, including dental care coverage, transportation and daily meal allowance, and 100% paid sick leave
- Team Bonding & Engagement: annual team building activities, knowledge-sharing meetings, and a strong sense of community
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