Relationship Coordinator

Description

Job Summary: TAG's Relationship team is seeking a professional who can lead the team, manage processes, and ensure an exceptional experience for members—focused on resolving issues and delighting them. Key Highlights: 1. Lead and develop the Relationship team for high performance. 2. Improve customer service processes and leverage data to formulate action plans. 3. Contribute to department structuring and serve as the voice of the member experience. TAG's Relationship team’s mission is to guarantee an exceptional and inspiring experience for our members. We act as the essential link, aiming high to captivate them with agile service and attention to details that make all the difference. We seek a professional who questions quality and strives to exceed expectations, is passionate about solving problems, and knows how to conduct difficult conversations respectfully. Our commitment is to deliver excellence—and we want someone who shares this purpose. **Responsibilities and Duties** **Your Day-to-Day Will Include:** * Managing SLAs, backlogs, and contact quality to ensure operational productivity. * Structuring shift schedules and acting swiftly to organize the team during crises and demand spikes. * Enhancing customer service processes and collaborating with Logistics, Product, and Marketing to resolve root causes. * Improving tool usage (CRM, helpdesk, automations) and maintaining continuous improvement rituals. * Analyzing metrics (SLA, NPS, CSAT) and translating data into clear action plans for leadership. * Serving as the voice of the member experience, influencing decisions across other departments using operational insights. * Supporting department structuring—helping define roles, seniority levels, and career development paths. * Leading the Relationship team and ensuring organization, routines, and prioritization of deliverables. * Developing the team through feedback, performance monitoring, and support with Individual Development Plans (IDPs). * Fostering a trusting, high-performance environment aligned with the TAG Way. **Requirements and Qualifications** **What We Expect From You:** * Prior experience leading customer service, customer experience, or operations teams; * Experience in subscription-based businesses, e-commerce, or highly recurring revenue models. * Hands-on experience managing KPIs and customer service tools (CRM, helpdesk, etc.). * Clear, empathetic, and objective communication skills—including in difficult conversations. * Strong organizational skills, sense of urgency, and accountability for deliverables. **Nice-to-Have Qualifications:** * Experience in departmental transformation or operational setup; * Analytical mindset with ease in working with data and diagnostics; * Affinity for strong cultures, informal environments, and high autonomy; * Sensitivity to identify critical moments in the member journey and convert them into opportunities for delight; * Experience in retention and churn management; * Passion for books and literature. **Additional Information** What You’ll Find When Joining the TAG Team: Always Keep Reading! — Free subscription to TAG Curadoria or TAG Inéditos, plus a discount on your second kit and at TAG’s bookstore. Birthday Day Off — Celebrate however you like! Discounted access to gyms and studios across Brazil — via Totalpass, for your health and wellness. Parental Joy Policy — Extended parental leave and special benefits to support parents. Development Incentive — Support for courses, books, events, and anything that contributes to your growth. Relaxed environment and flexible hours — because we believe in light, autonomous work. Hybrid Work Model — Two days per week in the office, either in Porto Alegre (Instituto Caldeira) or São Paulo (Bucc Coworking). We are a book subscription club that believes **literature can be both profound and accessible.** We believe every human being is driven by stories—and that the right approach is all it takes to awaken a love of reading. That’s why we send, every month, curated kits designed to expand our members’ literary horizons and enrich their relationship with books. We launched the club in July 2014; in our first month of shipments, we had only 65 members. Today, we ship over **35,000 boxes** monthly across Brazil—a milestone that has established us as **one of the largest subscription clubs** in the country. These boxes are the heart of our community—but the experience goes far beyond them: we offer numerous channels to deepen our shared passion for literature. TAG has a mobile app, in-person events, social media, a blog, an online store, a podcast, the Cabeceira app, and our newest launch—the Collab Clubs with Bookster and Marcela Ceribelli. We’ve received recognition both nationally and internationally. In 2017, TAG was awarded the **Entrepreneur of Success Award** by Pequenas Empresas Grandes Negócios magazine. At the 2018 London Book Fair, we were honored with The Quantum Publishing Innovation Excellence Award—**a global award for innovation in publishing.** Yet, many challenges still lie ahead. In 2025, we participated in the Bienal do Livro and other major national publishing industry fairs. To bring our many upcoming dreams to life, we’re looking for **new characters** eager to become protagonists in the next chapters of this exciting and challenging entrepreneurial adventure.