**Description and Responsibilities:** **Schedule:** Monday to Friday, from 08:00 to 18:00 **Level:** Not Informed **Employment Type:** Tenured \- CLT labor code * Coordinate all stages of the customer journey, ensuring a consistent, welcoming, and solution-oriented experience. * Manage and monitor satisfaction metrics (NPS, CSAT, CES), analyzing trends and proposing improvements. * Develop engagement and retention strategies, ensuring customers fully utilize the potential of the services/products offered. * Supervise the customer service/relationship team, supporting their development, daily operations, and continuous process improvement. * Create communication workflows and standardize best practices to ensure humane, agile, and consistent service delivery. * Address complex customer issues, ensuring accurate handling and follow-up until final resolution. * Identify pain points in the customer journey and implement strategic actions to optimize the experience. **Requirements:** * Bachelor’s degree in Business Administration, Commercial Management, Information Systems, Software Engineering, or related fields. Knowledge of customer journey management (onboarding, adoption, retention, and expansion); journey mapping and optimization; NPS research tools (Track.co, Skeepers, Delight); customer portfolio management; definition and analysis of customer success KPIs; and customer service platforms. * **Benefits:** Meal allowance