B2C Customer Experience Supervisor

Description

Job Summary: The B2C CX Supervisor will lead the omnichannel customer service operation, focusing on efficiency, agility, and excellence throughout the customer journey. Key Highlights: 1. Lead and develop an omnichannel customer service team (chat, email, and phone) 2. Manage satisfaction and performance metrics, driving continuous improvement 3. Work in dynamic, high-demand environments At True, every customer interaction is an opportunity to delight — especially in a high-volume environment. We are seeking a **B2C CX Supervisor** to lead our customer service operations, ensuring efficiency, agility, and excellence across the entire customer journey. This role will be responsible for **managing the omnichannel customer service team (chat, email, and phone)**, working closely with operations with a focus on **scalability, productivity, and quality**, ensuring consistency in service delivery and rapid resolution of customer requests. With a data-driven management approach, the challenge will be to continuously improve satisfaction and performance metrics, enhance processes, and guarantee a smooth, positive experience for customers. If you possess leadership qualities, analytical insight, and thrive in dynamic, high-demand environments, True could be your next challenge. **Come lead experiences that make a difference in the customer journey.** **Responsibilities and Duties** Lead and develop the customer service team (chat, email, and phone); Monitor operational metrics (SLA, AHT, productivity, CSAT, NPS); Monitor queues in real time and ensure proper distribution of service requests; Deliver structured feedback and individual development plans; Manage schedules, breaks, adherence, and absenteeism; Handle critical cases and escalated service requests; Ensure service quality aligns with company standards; Identify opportunities for continuous process and workflow improvement; Manage complaints (including platforms such as Reclame Aqui); Prepare and present managerial reports with analyses and action plans; Lead training initiatives and ensure the team’s continuous upskilling; Analyze top contact drivers and act to reduce demand volume; Flag friction points in the customer journey and propose structural improvements. **Requirements and Qualifications** Previous experience leading customer service teams; Experience operating in omnichannel environments (chat, email, 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 customer service automation and chatbots; Knowledge of continuous improvement methodologies and process design; Experience in high-volume support environments; Experience managing crises and demand spikes. **Additional Information** **TRUE BENEFITS** Health Insurance – Unimed Dental Insurance – Unimed Meal Allowance Transportation Allowance (optional Fuel Allowance) Life Insurance SESC Membership Equipped cafeteria for meals Common area with game room and relaxation space Birthday Day Off Nutritionist Support True Product Discounts True Fitness Daily True Whey True Gift Culture Voucher Year-End Bonus At TRUE, we believe that truly living begins from within. That the best choices are those made intentionally, purposefully, and with flavor. And we’re not just 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; who believe excellence stems from consistency; and who understand that health starts in the mind, the body, and the 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 into this purpose alongside us — to bring 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 room 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.**