Customer Service Leader

Description

Job Summary: We are seeking a passionate leader who excels at managing people and transforming data into customer care strategies for an insurtech—balancing operational efficiency with empathy. Key Highlights: 1. Team leadership in post-sales and onboarding 2. Results-oriented focus and people development 3. Strategic customer data management and retention **Are you passionate about leading people and turning numbers into customer care strategies?** At Brazil’s first and largest *insurtech* specialized in post-healthcare, we seek a leader who balances operational efficiency with deep empathy. If you have experience managing teams, analyzing KPIs, and want to make a difference during critical life moments for families, this is your place! **Your day-to-day responsibilities:** * **People Management:** Lead, delegate, and support the post-sales and onboarding team (remote or onsite), ensuring smooth process execution. * **Results Focus:** Monitor productivity and SLAs via system (chat/telephony) and Excel, ensuring standardization and goal achievement. * **Development:** Deliver consistent feedback and hold individual meetings (via Google Meet or in person) to elevate the team’s technical proficiency. * **Data Intelligence:** Prepare weekly KPI reports (calls, conversion, invoices, and interactions) to adjust course as needed. * **Crisis and Claims Management:** Monitor operational demand and WhatsApp groups, ensuring warm and agile service for grieving families. * **Retention Strategy:** Deliver personalized service to increase LTV (*Lifetime Value*) and encourage referrals. * **Planning:** Organize strategic monthly schedules to optimize operations. **What We’re Looking For (Requirements):** * **Education:** Currently pursuing or completed undergraduate degree in Business Administration, Financial Management, Languages, or related fields. * **Experience:** 1–2 years of leadership experience in customer service or sales. * **Hard Skills:** Intermediate Excel and basic PowerPoint. * **Qualifications:** Training in Negotiation and Customer Retention. * **Bonus:** Prior knowledge of the funeral or insurance sectors. **What We Offer:** * Salary: To be discussed * Collaborator Plan * Gym Reimbursement * Education Incentive: Study Scholarship and unlimited access to the **Alura** platform. * Working Hours: Monday to Friday (1 Saturday per month) * Office Location: Itaim Bibi **About Us** Compensation: R$3\.000,00 \- R$4\.000,00 per month Work Location: Onsite