B2B Customer Experience Supervisor

Description

Job Summary: We are seeking a B2B CX Supervisor to lead our omnichannel customer service operations, manage the team, and ensure a high-level customer journey. Key Highlights: 1. Lead and develop the omnichannel customer service team 2. Data-driven management and continuous improvement 3. Strategic interface with internal departments and customers At True, customer experience is an essential part of our growth — and in the B2B context, this means efficiency, closeness, and excellence in every interaction. We are looking for a **B2B CX Supervisor** to lead our customer service operations and guarantee a seamless, high-level journey for our partners. This role will be responsible for **managing the omnichannel customer service team (chat, e\-mail, and phone)**, working closely with operations to ensure efficiency, quality, and continuous improvement of satisfaction and productivity metrics through data-driven management. Additionally, this role will play a strategic part in interfacing with the Sales team and other internal departments, ensuring alignment, agility, and consistency in the customer experience throughout the entire journey. If you have leadership qualities, analytical vision, a strong focus on customer experience, and enjoy working closely with operations, True could be your next challenge. **Come lead experiences and strengthen relationships with True.** **Responsibilities and Duties** Lead and develop the customer service team (chat, e\-mail, and phone); Monitor operational metrics (SLA, AHT, productivity, CSAT, NPS); Monitor queues in real time and ensure proper distribution of interactions; Deliver structured feedback and individual development plans; Manage schedules, breaks, adherence, and absenteeism; Monitor and act on critical cases, especially those involving strategic customers; Ensure service quality according to company standards; Identify opportunities for continuous improvement in processes and workflows; Handle complaint management (including platforms such as Reclame Aqui); Prepare and present managerial reports with analyses and action plans; Ensure smooth post\-sales journey by removing internal cross-departmental obstacles; Lead training initiatives and ensure the team’s continuous upskilling; Interface with internal departments (Sales, Logistics, Product); Manage strategic customers and monitor their journeys. **Requirements and Qualifications** Experience managing omnichannel operations (chat, e\-mail, and phone); Strong orientation toward metrics and data-driven management; Experience with customer service tools (Zoho and others); Knowledge of customer experience metrics; Ability to analyze data and make decisions based on insights. **Nice-to-have qualifications:** Experience with service automation and chatbots; Knowledge of continuous improvement and process design; Experience in high-volume environments (high-volume support); Experience managing crises and demand spikes. **Additional Information** **TRUE BENEFITS** Health Insurance \- Unimed Dental Insurance \- Unimed Meal Voucher Transportation Voucher (optional Fuel Voucher) Life Insurance SESC Membership Equipped cafeteria for meals Communal Area with game room and relaxation space Birthday Day Off Nutritionist Support True Product Discount True Fitness Daily True Whey True Gift Culture Voucher Year-End Bonus At TRUE, we believe that truly living starts from within. That the best choices are those made intentionally, purposefully, and with flavor. And we’re not only talking about nutrition—we’re talking about life, movement, and routines infused with meaning. We’re passionate about innovation, discipline, and people who want to do things differently—people who wake up eager to experience everything fully; people who believe excellence stems from consistency, and that health begins in the mind, body, and workplace. Here, we value the present moment—with pride in what we’ve already achieved and energy to pursue what lies ahead. That’s why every opening at True is an invitation: to dive in with us toward this purpose—to channel your energy, creativity, and authenticity into motion. Our opportunities are designed for those who want to be part of something real. From the inside out—with autonomy, collaboration, attitude, and focus. With space to grow, learn, and live intensely what matters most to you. If you want to join a team that celebrates together, challenges itself, and does everything with passion. **Welcome to TRUE. Here, job openings are just the beginning—the rest is you living authentically.**