Customer Experience Coordinator

Description

Job Summary: Coordinate onboarding processes, customer support, and team management to ensure optimal customer experience and continuous improvement throughout the customer journey. Key Highlights: 1. Professional growth within a multinational benefits company. 2. An environment that values equity, solidarity, and innovation. 3. A pivotal role in shaping the customer experience and journey. Join one of the world's largest benefits companies! We are Up Brasil, a French multinational present in 25 countries with over 23 million beneficiaries. We offer simple, comprehensive solutions to simplify daily operations for businesses, establishments, and users. We foster an internal culture of growth grounded in strong values: equity, solidarity, entrepreneurship, innovation, and commitment. We seek passionate individuals who embrace challenges and want to write their own story. Are you ready to join us? RESPONSIBILITIES Coordinate customer onboarding processes—including document analysis, registration, and other related activities—ensuring adherence to deadlines, quality standards, and expected service levels, thereby guaranteeing an optimal customer experience; Coordinate customer support, ensuring prompt resolution of tickets and operational requests; Define goals and evaluate team performance; Monitor and analyze results from NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score) surveys; Ensure timely submission of user cards in coordination with logistics; Maintain up-to-date area processes and procedures; Promote innovation, automation, and process improvements within the area; Ensure preparation and analysis of reports, KPIs, and controls covering the entire Customer Journey; Manage card inventory and procurement; Ensure timely billing; Establish relationships and engage in negotiations with suppliers and partners; Oversee budgetary control, invoice receipt, classification, and routing per payment workflow; Ensure internal and external customer support meets defined SLAs and quality standards. REQUIREMENTS * Bachelor’s degree in Administration, Accounting, Economics, Law, or related fields; * Advanced Microsoft Office proficiency; * Experience in Customer Journey management; * Knowledge of customer relationship management, financial management, quality management tools and methodologies, Six Sigma, continuous improvement, PDCA, and data analysis. ADDITIONAL INFORMATION * Work location: Uberlândia / MG \- Granja Marileusa or Vitória / ES; * Working hours: 8:30 AM to 6:18 PM, Monday through Friday; * Hybrid work model: 2 days onsite / 3 days remote per week. WE PROMOTE DIVERSITY, EQUITY, AND INCLUSION Regardless of your race, color, gender, age, sexual orientation, ethnicity, origin, or disability — come be an Upper! Minimum Education Level: Bachelor’s Degree * Wellhub (Gympass): Your health and wellness journey starts here! * VIVA BEM UP (EAP): Psychological, legal, financial, and nutritional support services * Health: Medical and dental coverage * PPR (Profit-Sharing Program) * Home office allowance via the Tanto platform * Daycare assistance for children up to 6 years old * Your birthday is a day off — plus an Up Gift Card * Up GO: Salary advance option with a capped percentage * Remote work every Friday * Up Meal or Up Food allowance * Up Club: Discounts across various platforms (universities, language schools, leisure, and shopping) * SESC partnership: Access to health, culture, education, and leisure services * Anywhere Office: One week, twice per year