About the Position

Grupo QuintoAndar | Supervisor(a) de Operações II

São Paulo, São Paulo, Brazil

About the Group

We are the Grupo QuintoAndar, the largest real estate ecosystem in Latin America. Guided by the purpose of helping people to love the place where they live, we create technologies and solutions that simplify the entire housing journey, from renting to buying and selling.

Present in 6 countries (Brazil, Mexico, Argentina, Peru, Ecuador, and Panama) and with a technology hub in Portugal, we bring together more than 3,100 people in the challenge of transforming the sector. With the support of global investors such as SoftBank, General Atlantic, and Kaszek, we have raised more than US$ 755 million and are a company valued at US$ 5.1 billion.

We lead the transformation of the market by being pioneers in the application of Artificial Intelligence on a large scale in the real estate sector. Our platforms have more than 50 million monthly accesses, managing more than 350 thousand active rental contracts and moving R$ 20 billion per year.

If you seek to solve complex problems with autonomy, cutting-edge technology, and massive scale impact, you're in the right place.

To learn more about our story, visit: grupoquintoandar.com/pt

Location and Work Model

Our Operations Reports team operates on a hybrid model, combining the flexibility of remote work with in-person attendance at our office in São Paulo, in the Vila Leopoldina region, 2 times a week (Tuesdays and Thursdays).

About the Area and the Challenge

QuintoAndar connects millions of people to rental and purchase properties, and a fundamental part of this journey is the Offboarding (lease termination). The Operations Reports team is responsible for ensuring that the stage of analysis of inspections and disputes operates with quality, efficiency, and focus on the customer experience.

As a Senior Supervisor, you will be the heart of our team, balancing the close and human management of analysts with the delivery of excellent operational results. This is a position for someone who has a genuine passion for leading people day-to-day, enjoys the operational dynamic, and can transform the reading of indicators into quick actions that positively impact the customer journey.

Your Responsibilities

Focus on People and Culture:

Lead the analyst team from start to finish, building an environment of trust, proximity, accountability, and high execution;
Ensure an impeccable people management routine: conduct quality 1:1s, give continuous and actionable feedback, and closely monitor individual development;
Quickly identify both talents and potentials as well as performance and behavior correction needs, conducting difficult conversations with empathy and firmness;
Actively engage in team engagement and climate, maintaining clear communication rituals and participating in the selection, hiring, and onboarding process of new members when necessary.

Focus on Operation and Customers:

Monitor and act on the dashboard of indicators daily (SLA, productivity, % of dispute, NPS, Quality);
Ensure the rhythm and compliance of daily operational routines, distributing responsibilities, organizing priorities, and adjusting the operation throughout the day to avoid bottlenecks;
Connect the operation routine with the customer's pain, ensuring that productivity goals do not compromise the quality of the report and the NPS.

Focus on Improvement and Execution:

Maintain a proactive posture within your scope: observe routines, identify opportunities for improvement autonomously, and raise your hand to suggest tests or adjustments in the way of working;
Support Coordination in investigating operational problems, bringing the practical vision of someone on the front line and ensuring the execution of action plans;
Interact collaboratively with support areas (Training, Quality, Product) to unblock daily problems of your team.

What We Seek (Requirements)

Solid and proven experience in direct people management in Operations, Customer Service, or Backoffice areas;
Ability to develop people, apply feedback, and manage climate and engagement in operational teams;
Familiarity with reading and managing by KPIs (SLA, productivity, quality, backlog) - ability to read data, identify deviations, and make tactical decisions;
Customer orientation: experience in operations where quality and experience (NPS/CSAT) were as important as speed;
"Hands-on" profile, with high capacity for organization, task follow-up, and follow-up (making things happen from start to finish);
Clear, assertive, and influential communication to conduct team rituals and interact with other areas.

Differentials

Previous experience in startups, technology companies, or high-volume and accelerated growth operations;
Familiarity with operational management tools (such as Salesforce);
Previous experience in the real estate market or complex post-sales journeys.

Our Selection Process

We have designed a transparent, direct journey focused on evaluating your technical potential, behavior, and offering you the opportunity to get to know our teams and career paths, structured as follows:

Screening;
Interview with People;
Interview with the vacancy manager;
Live Case;
Stakeholder interview stage;
Offer.

Important: We evaluate all applications individually and guarantee feedback for everyone. All communication is done by email, so make sure to release the domain @quintoandar.com.br in your inbox.

Benefits

We offer a complete package focused on your health, well-being, family, and development:

Remuneration: Competitive salary, Participation in Profits and Results (PLR - for eligible functions) and Variable Remuneration (for eligible functions).
Health and Well-being: Health Plan, Dental Plan, Life Insurance, Wellhub (Gympass), and QuintoCare (free psychological, legal, social, and financial support).
Quality of Life: Meal and Food Voucher, Day Off for birthday, Mother's Day, and Father's Day.
Flexibility: Home Office Aid and Work From Anywhere (WFA) program.
Family and Care: Childcare Aid, Atypical Parenthood Aid, Extended Parental Leave, and Kit Leiturinha.
Education and career: Partnerships with educational institutions;

Diversity & Inclusion at Grupo QuintoAndar

We value diversity and want everyone to feel welcome here - regardless of age, gender identity, sexual orientation, race, color, ethnicity, origin, disability, religion, or any other characteristic. All our vacancies are open to everyone! You will find that there are some diversity questions in the application form. In affirmative action vacancies, the information may be used to verify your alignment with the target audience of the opportunity, which may, in these cases, have an eliminatory character. For non-affirmative vacancies, this data will be used anonymously, exclusively to monitor and improve our inclusion practices in the selection processes and without impact on your application.

Privacy and Data Protection

Grupo QuintoAndar operates in compliance with privacy and data protection laws, including, but not limited to, the General Data Protection Law - LGPD (Law No. 13,709/2018), and guarantees the security of your personal data. To learn more, access our Privacy Notice for Candidate Individuals. If you have questions or want to exercise your rights as a data subject, contact us through the Service Channel.

Apply for this Vacancy

Candidatar a esta vaga

Supervisor(a) de Operações II

Job description