Customer Experience Manager

Description

Job Summary: We are seeking a leader with experience in team management and innovation to oversee customer service performance and drive continuous improvement. Key Highlights: 1. Strategic leadership for excellence in customer service 2. Focus on innovation and continuous improvement of the customer journey 3. Development of innovative processes and delivery of results If you have experience managing teams and view innovation as a pathway to creating value, we want you on board to help build high-impact results. We are looking for a leader who will be a key player in achieving excellence in our customer service. Your challenge at **TRUE** will be to manage area performance, promote continuous improvement, develop innovative processes, and ensure unique journeys for our customers and partners. Join us!! **Responsibilities and Duties** * Manage customer service area performance, ensuring quality and efficiency in processes. * Foster and develop strategic relationships with customers and professionals in the area; * Define and implement the ideal customer success experience, structuring workflows and processes that ensure results and a differentiated journey; * Promote a culture of continuous improvement by monitoring strategies and projects, and implementing agile processes; * Focus on resolving customer service issues, ensuring efficiency and customer satisfaction; * Communicate and share performance indicators, current results, and strategic objectives with teams; * Ensure execution of delivery workflows under your management (timelines, processes, and quality); * Map the customer journey and propose strategies to optimize the experience. **Requirements and Qualifications** * Bachelor's degree in Business Administration, Law, Communications, Technology, or related fields; * Solid experience managing customer service teams; * Knowledge and experience with customer service CRM systems; * Experience in customer journey mapping; * Proficiency in defining and tracking performance indicators (KPIs). **WE’D LOVE IT IF YOU ALSO HAVE:** * Experience with automation and innovation project applications in customer service; * Strong communication skills, human-centered leadership, and a results-oriented mindset; * Experience with WhatsApp-based customer service; * Experience with agile processes and continuous improvement methodologies. **Additional Information** **TRUE BENEFITS** Health Insurance \- Unimed with hospitalization coverage Birthday Day Off \- For employees celebrating their birthday Nutritionist Consultations Discounts on True products True Fitness (monthly incentive for physical activity) Year-end bonus From day one, True was founded on an unwavering commitment: delivering supplements of the highest quality, backed by science and the best taste. We rigorously select ingredients for each formula, prioritizing efficacy, purity, and cutting-edge technologies. We are passionate about innovation—but remain steadfast in one principle: **it’s only worth it if it’s real.**. True believes that **truly living begins from within.** **We aim to bring more and more people the value of authenticity, the joy of living life to the fullest, and the desire to live intensely their own truth.**