Jorge Sousa
About Jorge Sousa
Jorge Sousa is a Team Supervisor at AirHelp, where he has worked since 2021, overseeing team performance and customer satisfaction. He has a background in design and software engineering, with previous roles in customer support and operations at AirHelp.
Current Role at AirHelp
Jorge Sousa currently serves as a Team Supervisor at AirHelp, a position he has held since 2021. In this role, he is responsible for overseeing team operations in Gdańsk, Pomorskie, Poland. His duties include managing escalated customer and airline complaints, ensuring high-level customer satisfaction, and providing performance feedback to team members. He focuses on maintaining and improving service quality through regular evaluations.
Previous Positions at AirHelp
Jorge Sousa has held multiple roles at AirHelp prior to his current position. He worked as a Junior Air Claim Specialist from 2018 to 2019, where he contributed to team integration initiatives. Following this, he served as a Social Media Customer Support Specialist from 2019 to 2021, utilizing various platforms to manage customer interactions. He also completed a brief stint as an Operations Apprentice in 2018.
Education and Training
Jorge Sousa has a diverse educational background. He studied Design at Universidade da Madeira, earning a Bachelor's degree from 2015 to 2017. He further pursued design studies at Akademia Sztuk Pięknych w Gdańsku, where he completed another Bachelor's degree in 2018. Additionally, he studied Computer Software Engineering at Codecademy, focusing on Web Development for 11 months in 2017.
Skills and Tools Utilized
In his roles at AirHelp, Jorge Sousa has utilized various platforms to enhance team operations and customer interactions. He is proficient in tools such as Hootsuite, Intercom, SupChat, Trustpilot, and Flume. These tools assist him in managing customer support and ensuring effective communication within the team.
Team Integration Initiatives
Jorge Sousa has been responsible for suggesting and organizing team integration initiatives aimed at enhancing team cohesion and performance. His efforts focus on fostering a collaborative environment that contributes to overall team effectiveness and service quality.