Your Key Challenges: * **People and Performance Management:** Lead, train, and mentor the CS team (Onboarding and Support), ensuring consultative, high-performance customer service. * **Health Score Monitoring:** Track critical metrics such as **Churn (Cancellations)**, **NPS (Satisfaction)**, **LTV (Customer Lifetime Value)**, and **CSAT**. * **Retention & Recovery Strategy:** Develop rescue playbooks for at-risk customers and optimize engagement processes across the customer base. * **Expansion Focus (MRR Growth):** Structure *Upsell* and *Cross-sell* processes in collaboration with the team, identifying the optimal moment to offer new services that add value to the customer’s business. * **Journey Optimization:** Analyze bottlenecks in Onboarding and Implementation to reduce *Time-to-Value* (the time it takes for a customer to realize value from the product). * **Voice of the Customer:** Act as the bridge between customers and the Product team, bringing real *insights* to drive platform evolution. The Profile We Seek: * **Leadership Experience:** Has previously led CS or Support teams in technology companies (preferably SaaS). * **Analytical Mindset:** Makes data-driven decisions and understands retention funnels. * **Resilience and Negotiation Skills:** Capable of handling critical situations and converting detractors into brand promoters. * **Process Orientation:** Continuously seeks automation and scalability without compromising the human touch in customer service. Our Benefits: Unimed Health Plan Meal/Voucher Allowance (R$ 31/day) Attendance Bonus Childcare Assistance Life Insurance Transportation Voucher Interested? Send your resume to rh@belasis.com.br Job Type: Full-time, CLT Employment Salary: R$3.000,00 – R$4.000,00 per month Benefits: * Medical assistance * Life insurance * Meal voucher * Transportation voucher Work Location: On-site
João Silva
Indeed · HR
João Silva
Indeed · HR
