Job Summary: Lead the CX strategy for microentrepreneurs, ensuring a smooth and human product journey while transforming feedback into continuous improvement. Key Highlights: 1. Customer Experience (CX) leadership focused on customer experience and perception of value. 2. Talent management and development within a customer support team. 3. Acting as the voice of the customer and driving process and product improvements. **Primary mission of this role:** As part of the CX leadership team at vhsys, your mission is to ensure that the journey of those using our product is smooth, efficient, and, above all, human. You will not merely manage tickets but also shape the microentrepreneur’s perception of value regarding our brand. We seek leadership that understands CX as the sum of all touchpoints and knows how to transform feedback into continuous process and product improvement. **Your day-to-day as a vh team member will be as follows:** * **Talent Management and Development:** Lead the support team while ensuring adherence to **vh**sys’s tone of voice. Conduct structured 1:1 meetings, create Individual Development Plans (IDPs), and identify *key users* (technically skilled talents) to decentralize knowledge. Actively manage team climate, psychological safety, and conflict mediation. * **Voice of the Customer and Process Improvement:** Analyze friction points in ERP usage to reduce customer effort. Structure frontline feedback to influence the Product roadmap, acting as the primary internal advocate for the customer. * **Quality Monitoring and Data Analysis:** Monitor interaction quality and customer sentiment using metrics such as NPS and CSAT. Deliver empathy and agile resolution training, translating data and KPIs into clear narratives that guide team performance. **What must be in your background:** * **Proven CX leadership experience:** Prior experience managing teams in operations focused on excellence in experience (SaaS, E\-commerce, or Fintech). * **People development expertise:** Strong track record not only in metric-based management but also in building high-performance teams. * **Process-oriented mindset and data-driven approach:** Ability to analyze performance indicators, identify root causes, and proactively prevent issues. * **Emotional intelligence and assertive communication:** Capacity to handle high-pressure scenarios, clearly and structurally translate company strategy to the team, and demonstrate sensitivity in developing the *soft skills* of those you lead. **Nice-to-haves:** * Proficiency with support platforms (e.g., Zendesk, HubSpot, Intercom, Salesforce Service Cloud, or similar). * Prior experience in the technology/ERP sector and enthusiasm for the Brazilian entrepreneurial ecosystem. * Knowledge of Design Thinking, customer journey mapping, or performance evaluation methodologies (e.g., 9\-box matrix, quartile analysis). * Courses or certifications in Positive Leadership, Nonviolent Communication (NVC), or Change Management.
João Silva
Indeed · HR
João Silva
Indeed · HR
