Customer Service Manager

Description

Job Summary: Lead Loft Fiança’s Customer Service team to ensure an efficient and humanized experience, optimize processes, and drive high performance. Key Highlights: 1. Inspiring leadership and change management in customer service operations. 2. Process optimization using CRM and customer service technologies, including AI. 3. Results-oriented focus and development of multidisciplinary teams. 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’s customers—whether real estate agencies, tenants, or property owners. We serve as the connection point between customers and internal departments, ensuring their requests are handled with agility, empathy, and accuracy. We seek individuals who adapt well to dynamic environments, deliver consistent 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-driven 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 experiences; * **Foster a culture of continuous improvement**, encouraging constant learning and evolution in customer service processes; * **Ensure operational sustainability**, guaranteeing efficient resource use and alignment with group budgeting; * **Train and support technical and behavioral development** of Lofters through feedback, Personal Development Plans (PDPs), and follow-up rituals (1:1s, alignment meetings, retrospectives); * **Manage departmental activities**, ensuring efficiency, quality, and compliance with Loft’s policies, standards, and values; * **Support budget management and cost optimization**, pursuing efficiency and scalability; * **Represent the department in internal and external forums**, communicating results and evolution plans; * **Apply and encourage adoption of AI-based solutions** (chatbots, automations, virtual assistants, predictive analytics, etc.) to increase efficiency and agility; * **Serve as a role model for customer service culture and inspiration for the team**, promoting engagement, learning, and consistent results. **What you need to unlock this opportunity?** * **Proven experience leading customer service operations**, with emphasis on operational excellence and continuous improvement of customer experience; * **Inspiring leadership and change management:** demonstrated track record managing 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 to enhance efficiency and quality; * **Strong results orientation**, with ability to define, monitor, and analyze KPIs that drive performance and customer satisfaction; * **Excellent communication and influence skills**, capable of engaging and aligning stakeholders at all organizational levels; * **Strategic mindset and systemic vision**, translating business objectives and customer insights into concrete, measurable action plans; * **Experience in conflict management and people development**, fostering 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.