Customer Success Leader

Description

**\*CUSTOMER SUCCESS LEADER\*** **\*Mission\*** Responsible for ensuring agile, effective, and excellence-oriented customer service, proactively identifying issues, proposing process improvements, and driving innovation in customer support. Lead the team with a focus on delivering positive customer experiences, governing service interactions, and optimizing tool usage. \***Key Responsibilities:\*** Ensure efficient, courteous, and effective customer service in accordance with the company's established quality standards. Lead and support the support team in customer service and technical assistance through management of the Zendesk platform and its applications. Develop the Level 2 support analysts team, ensuring both individual and collective performance. Monitor and optimize customer service metrics such as CSAT, TMA, TME, and SLA. Ensure all service interactions comply with regulatory requirements and internal policies. Identify root causes of recurring issues and develop action plans for mitigation. Propose, implement, and monitor process improvements that increase productivity, reduce rework, and enhance customer experience. Collaborate closely with departments including Production, Quality, Logistics, Sales, and other internal areas to resolve critical issues. Identify opportunities for innovation in the support workflow and suggest new solutions, automations, or integrations. Implement best practices using Customer Experience (CX) and Service Design concepts applicable to the business. Supervise the Customer Success agents/analysts team, providing guidance, training, and performance monitoring. Deliver structured feedback and support the team’s technical and behavioral development. Manage queues, triggers, macros, automations, and reports within the platform. Monitor dashboards, KPIs, and workflows in Zendesk to ensure operational efficiency. Support the design of smarter workflows and the integration of Zendesk with other systems. Train the team on proper tool usage to ensure standardization. Ensure all records and interactions comply with pharmaceutical industry standards and internal policies. Support internal and external audits when customer service records are requested. Uphold data privacy regulations and sound documentation practices. Perform quality validations on resolved tickets to ensure service excellence and minimize unnecessary escalations. Serve as the point of contact for resolving operational blockers, escalating topics when necessary. **\*Requirements:\*** Bachelor’s degree in Business Administration, Pharmacy, Logistics, Communications, or related fields. Experience in Customer Success, Customer Service Centers (SAC), Customer Support, Sales, Prospecting, or similar areas. Prior experience leading teams. Customer service techniques and performance metric management. In-depth knowledge of LGPD (Brazilian General Data Protection Law). Preferred experience in the pharmaceutical, healthcare, or other regulated industries. Proficiency in Zendesk (administration, reporting, ticket workflows, and automations) or a similar ticketing system. Root cause analysis tools (e.g., 5 Whys, Ishikawa). Familiarity with continuous improvement methodologies (e.g., PDCA, Lean, Kaizen). Intermediate/advanced Excel skills. Knowledge of regulatory best practices applicable to customer service (e.g., GMP, compliance, good documentation practices). Employment Type: CLT (Consolidation of Labor Laws) Benefits: Transportation allowance, Meal voucher R$ 37.00/day, Additional allowance R$ 300.00/month, Health insurance (Amil) with no employee contribution, Life insurance, Gympass. Work schedule: 6x2 rotation, either from 08:00 to 16:20 or from 10:40 to 19:00. Minimum Education: Bachelor’s degree