Description: * Previous experience in customer service, support, or CX operations; * Strong analytical ability and proficiency in performance metrics; * Ability to prepare and deliver managerial presentations; * Organization, clear communication, prioritization, and quick decision-making; * Leadership profile focused on results and continuous improvement. Differentiators * Intermediate or advanced English; * Experience with tools such as Zendesk, VTEX, and Sinoms. * Manage and develop the customer service team across the three brands, ensuring adherence to processes, policies, and quality standards; * Monitor key performance indicators (SLA, NPS, CSAT, TMA, volume, productivity) on a daily basis; * Analyze operations and propose improvements to reduce effort and optimize processes; * Prepare weekly and monthly reports and consolidate data for managerial presentations and internal committees; * Organize the workflow of requests, distributing tasks and prioritizing critical cases; * Support commercial initiatives, seasonal campaigns, and brand launches, ensuring alignment and team readiness; * Conduct quality monitoring and provide continuous feedback; * Serve as the escalation point for sensitive cases, acting with risk awareness and solution focus; * Collaborate cross-functionally with internal departments to eliminate root causes and enhance the customer journey; * Propose data- and feedback-driven innovation and continuous improvement initiatives. 2512220202491878990