Job Summary: Manage the performance of the customer service area, ensure quality and efficiency, and implement the ideal customer success experience. Key Highlights: 1. Solid experience in managing customer service teams. 2. Human-centered leadership and results-oriented vision. 3. Focus on problem resolution and customer satisfaction. Description: * Bachelor's degree in Administration, Law, Communication, Technology, or related fields; * Solid experience in managing customer service teams; * Knowledge and experience with customer service CRM systems; * Experience in customer journey mapping; * Ability to define and monitor performance indicators (KPIs). WE’LL LOVE TO WORK WITH YOU IF YOU HAVE: * Knowledge of automation and innovation project applications in customer service; * Strong communication skills, human-centered leadership, and results-oriented vision; * Experience with WhatsApp-based customer service; * Experience with agile processes and continuous improvement methodologies. * Manage the performance of the customer service area, ensuring quality and efficiency in processes. * Promote and develop strategic relationships with customers and professionals in the field; * Define and implement the ideal customer success experience, structuring workflows and processes that ensure results and a differentiated journey; * Promote a culture of continuous improvement, monitoring strategies and projects, and implementing agile processes; * Focus on resolving customer service issues, ensuring efficiency and customer satisfaction; * Communicate and share performance indicators, current results, and strategic objectives with teams; * Ensure execution of delivery workflows under your management (timelines, processes, and quality); * Map the customer journey and propose strategies to optimize the experience. 2512110202491792986
João Silva
Indeed · HR
João Silva
Indeed · HR
