E933: CX Operations Manager

Description

Job Summary: We are seeking a hands-on, proactive professional to lead and redefine strategies in the customer support area, unifying Level 1 (N1), Level 2 (N2), and Level 3 (N3) operations to ensure operational efficiency at scale. Key Highlights: 1. Leadership and unification of Level 1 (N1), Level 2 (N2), and Level 3 (N3) customer support operations 2. Hands-on involvement in redefining strategies and optimizing processes 3. Management of large teams in dynamic, high-demand environments **CX Operations Manager** We seek a hands-on professional with high autonomy and strong ownership to lead and structure the customer support area, unifying Level 1 (N1), Level 2 (N2), and Level 3 (N3) operations. This person will be responsible for redefining strategies, optimizing processes, and ensuring operational efficiency in a dynamic, large-scale environment. **Key Responsibilities** * Lead the unification and management of Level 1 (N1), Level 2 (N2), and Level 3 (N3) customer support operations * Engage hands-on, overseeing day-to-day operations * Define and execute the customer support strategy * Review processes, identify gaps, and propose continuous improvements * Evaluate and suggest improvements or changes to current tools used by the company * Ensure high operational performance in high-demand environments * Manage large teams, promoting productivity and engagement * Ensure 24x7 (or similar) scalable operations **Mandatory Requirements** * Prior experience managing customer support operations (N1, N2, N3) * Experience in large-scale operations and fast-paced environments * Experience managing robust teams * Strong analytical capability and strategic vision * Proactive profile with autonomy and ownership mindset * Experience with 24x7 / shift-based operations **Preferred Qualifications** * Experience with platforms such as VTEX * Experience in SaaS companies * Knowledge of Customer Experience (CX) * Experience in B2B operations * Background in marketplaces or high-scale digital operations **Behavioral Profile** * Action-oriented, with ease transitioning between strategy and execution * Ability to work under pressure and in dynamic environments * Strong leadership and influence skills * Mindset focused on continuous improvement and innovation Location: On-site in Alphaville/Barueri/SP Indefinite duration Hiring model: PJ