CX Operations Coordinator

Description

Job Summary: This role is responsible for developing and leading the customer support team, ensuring customer satisfaction and continuous improvement through metric analysis and resolution of complex issues. Key Highlights: 1. Autonomy to create, test, and transform ideas into real solutions. 2. Lead the execution of built plans' solutions. 3. A creative and technology-driven environment with accelerated learning. Flash is an **intelligent ecosystem of HR and finance solutions** that simplifies all day-to-day work management within a single platform—from onboarding and time tracking to benefits and corporate expenses. We transform complex processes into an enchanting journey, creating a **lighter, more human, and efficient work experience for everyone.** Internally, we call this the **Flamingo Effect**: every idea, every line of code, every interaction resonates far beyond Flash, impacting the daily operations of companies and millions of people. Working here means experiencing **the power to make things fly**, driven by creativity, purpose, and real impact. Join us as a Flamingo! ✨ ### **\\uD83E\\uDDA9 Why work with us?** At Flash, we believe great transformations begin with individual flights, gain strength collectively, and find direction in the values guiding us as a flock: ✨We create value with the Customer ✨We solve problems pragmatically ✨We play together ✨We deliver consistent results ✨We learn and transform### **\\uD83E\\uDDA9 Our way of working:** * Being a Flamingo at Flash means thriving in a creative and technology-rich environment with **autonomy to create, test, and transform ideas into real solutions** that help companies and individuals soar higher. * **Accelerated learning:** each challenge is an opportunity to grow and innovate. * **Genuine belonging:** no one flies alone—we always fly in formation. * **Sense of purpose:** what starts at Flash transforms how the world works. * Leave your mark on the world of work and experience with us the power to make things fly. ### **✨ Our benefits:** * **Flash Card (the beloved pink one!)** with flexible benefits: meals, groceries, transportation, health, education, culture, and wellness * Health insurance * Life insurance * Extended maternity and paternity leave + daycare allowance * Birthday day off \\uD83C\\uDF82 * Hybrid and flexible work model + home office allowance + office experiences * Exclusive discounts with partners via the Flash app * TotalPass * Pet-friendly health plan with Guapeco ### **\\uD83C\\uDF08All our positions are inclusive** * We value diversity in all its forms and believe plural teams build stronger, more human, and innovative solutions for Flash. Therefore, all our positions are open to people of any gender, race, ethnicity, age, sexual orientation, gender identity, religion, and persons with disabilities (PwD). ### **✨ What you’ll do:** * Develop the support team, establishing rituals for monitoring, governance, and quality and efficiency goals; * Base decisions, feedback, and prioritization on clear metrics (KPIs); * Monitor and elevate customer satisfaction levels, ensuring support remains a competitive differentiator; * Instill a customer-centric mindset across the team, ensuring every interaction is guided by empathy and agility; * Analyze the user’s support journey, identifying pain points and proposing solutions to simplify the experience; * Act as a team facilitator in removing blockers with partner teams (e.g., Account Management, Onboarding, Product, Anti-Fraud, Legal), ensuring operational fluidity, SLA compliance, and maximum speed in case resolution; * Conduct in-depth analysis of contact volumes and operational indicators, identifying deviations and optimization opportunities; * Formulate hypotheses about root causes behind low indicators or high volumes; * Validate hypotheses by cross-referencing system data (indicators or raw data) with qualitative observations from frontline team members; * Demonstrate the ability to “slice” complex operational problems into smaller steps—starting from a plan, prioritizing actions delivering the greatest immediate impact for customers and Flash; * Lead the execution of built plans’ solutions, persuading Continuous Improvement and Product teams, when necessary, to implement required actions within Operations. ### **\\uD83E\\uDE77 What we expect from you:** * Prior experience in Operations or Customer Support Management; * Proficiency navigating metrics such as Contact Rate, Escalation, TMA, FCR, and Service Level; * Ability to construct clear lines of reasoning to validate hypotheses and implement data-driven operational improvements; * Genuine passion for customer service and talent development, maintaining enthusiasm in a high-growth environment; * Curiosity to understand the story behind the data and uncover root causes of problems; * Solution-oriented mindset; * Adaptability; * Skill in building bridges with other Flash teams, constructively bringing frontline insights to enhance the support experience. **Will you fly with us? \\uD83D\\uDC96** Apply now to our openings and help spread the Flamingo Effect to even more companies across Brazil! \\uD83E\\uDDA9 Follow us on Instagram @meuflash. \\uD83E\\uDD16 We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.