Customer Service Manager

Description

Job Summary: Lead and develop customer service teams, optimizing processes with technology and AI to ensure an exceptional experience and high-performance results. Key Highlights: 1. Leadership of multidisciplinary teams and change management 2. Process optimization using CRM and Artificial Intelligence 3. Focus on continuous improvement and customer experience How the Customer Service Team Builds Loft: *The* mission of the Customer Service team is to guarantee a clear, efficient, and humanized experience for Loft Fiança customers—whether real estate agencies, tenants, or property owners. We act as the connection point between customers and internal departments, ensuring their requests are handled promptly, empathetically, and effectively. We seek individuals who adapt well to dynamic environments, consistently deliver results, and focus on providing solutions that make sense both for the customer and for the business. We believe that to fulfill our mission and contribute to building Latin America’s largest and best real estate ecosystem, we need a team aligned with our purpose and a high-performance mindset. **Challenges you’ll face:** * **Manage multidisciplinary teams**, fostering engagement, high performance, and a collaborative, inclusive, results-oriented environment; * **Define and monitor performance indicators (KPIs)**, proposing preventive actions and continuous improvement initiatives; * **Participate in defining goals, strategies, and action plans**, aligned with Loft’s strategic planning; * **Structure the team in a balanced way**, ensuring appropriate distribution of resources and responsibilities across B2B, B2C, and internal customers; * **Identify and implement technological solutions**, such as CRM systems and automation tools, to optimize processes and reduce manual tasks; * **Promote integration and standardization of platforms and processes**, reducing operational complexity and improving customer and team experience; * **Foster a culture of continuous improvement**, encouraging constant learning and evolution in customer service processes; * **Ensure operational sustainability**, guaranteeing efficient resource utilization and alignment with the group’s budget; * **Train and support the technical and behavioral development** of Lofters through feedback, Personal Development Plans (PDPs), and follow-up rituals (1:1 meetings, alignment meetings, and retrospectives); * **Manage departmental activities**, ensuring efficiency, quality, and compliance with Loft’s policies, standards, and values; * **Support budget management and cost optimization**, seeking efficiency and scalability; * **Represent the department in internal and external forums**, communicating results and evolution plans; * **Apply and encourage the use of Artificial Intelligence-based solutions** (chatbots, automations, virtual assistants, predictive analytics, etc.) to increase efficiency and agility; * **Be a role model for customer service culture and an inspiration to the team**, promoting engagement, learning, and consistent results. **What you need to unlock this opportunity?** * **Solid experience leading customer service operations**, with a focus on operational excellence and continuous improvement of customer experience; * **Inspiring leadership and change management:** proven track record leading multifunctional teams and implementing large-scale organizational transformations; * **CRM and customer service technology expertise:** hands-on experience implementing, integrating, and optimizing CRM tools and digital solutions that enhance efficiency and quality; * **Strong results orientation**, with the ability to define, monitor, and analyze KPIs that drive performance and customer satisfaction; * **Excellent communication and influencing skills**, capable of engaging and aligning stakeholders at all organizational levels; * **Strategic mindset and systemic vision**, transforming business objectives and customer insights into concrete, measurable action plans; * **Experience managing conflicts and developing people**, promoting a culture of feedback, learning, and high performance; * **Adaptable and resilient profile**, able to operate effectively in dynamic and constantly evolving environments; * **Residence in Curitiba or surrounding region**, with availability for in-person work; * **Differentiators:** prior experience in the **real estate or financial sectors**, and **knowledge of customer support operations** in **B2B, B2C, and B2B2C models**. **Additional Information** Caju \- Greater flexibility to use your benefits (Meal, Food, Mobility, Health, Home Office, Culture, and Education); Health Insurance \- Sulamerica; Life Insurance \- Prudential; ️WellHub \- Access to gyms across Brazil; Wellz\- Mental Health Platform; LinkedIn Learning \- Educational platform to accelerate professional development; ️Flexible Vacation \- Take vacation whenever you want; Parental Leave \- For parents; Guapeco \- Pet Health Plan with discount; ️In-person work.