Process Coordinator (CX)

Description

**Hey there, all good?** We are the rental company of the future, accelerating to deliver an incredible, 100% digital experience—powered by unrestrained technology and love for our Turbilovers (yes! We unlock cars via our app—that’s what technology is about). We are looking for a Process Coordinator. **Your daily challenges will include:** * Implementing a culture of continuous improvement in CX: mapping, documenting, and optimizing customer service processes and workflows; * Building a knowledge base with clear, detailed documentation of CX processes. * Ensuring all processes align with company guidelines and industry best practices; * Promoting standardization of processes across different teams and channels, ensuring consistency in customer experience; * Developing a robust quality monitoring system for customer service, covering channels such as chat, email, and critical social media; * Tracking and analyzing quality assessment results, identifying opportunities to improve processes and the customer journey; * Identifying specific training needs based on monitoring outcomes and process changes. **These items are non-negotiable:** * Training in process improvement methodologies (desirable: Lean Six Sigma); * Expertise in process mapping and advanced tools for analysis and automation; * Deep understanding and mastery of customer service performance metrics (CSAT, NPS, etc.); * Experience managing large-scale process improvement projects and teams; * Skill in analyzing complex data using tools such as advanced SQL, Tableau, and Google Tools; * Knowledge of emerging technologies and process automation tools; * Exceptional communication skills to influence strategic decision-making; * Leadership capability, with focus on coaching and people development; * Systems thinking and ability to creatively solve complex problems; * Flexibility and adaptability to rapid change in a high-demand environment; * Negotiation and persuasion skills to implement process changes. **What does Turbi offer you?** \+ Competitive market salary (PJ); \+ Sulamérica Health Insurance; \+ Bradesco Dental Insurance; \+ Gympass; \+ TurbiFree R$1,000 monthly; \+ Paid vacation (30 days) after 12 months; \+ Birthday DayOff. *We believe in a dynamic, collaborative, and inspiring workplace. We’ve built a culture where autonomy and freedom are part of everyday life—empowering each person to have an active voice and real impact on the challenges we face.* *Shall we transform urban mobility—together?*