Customer Experience Manager

Description

Job Summary: We are seeking a Customer Support professional to serve as the frontline representative of LUSA in its interactions with donors, partner NGOs, and the general public, ensuring humane and meaningful engagement. Key Highlights: 1. Empathetic, clear, and agile support for donors and partner NGOs 2. Focus on social impact and human values 3. Opportunity to support relationship-building initiatives and special campaigns **Job Mission** LUSA is where people work hard to solve real-world problems. A place that has already impacted and saved hundreds of thousands of lives through its actions—and will transform at least 5 million lives by 2030\. We regard social impact as the most powerful tool for global transformation, and it is precisely through this lens that we drive our revolution. **We seek a Customer Support professional to serve as the frontline representative of LUSA in its interactions with donors, partner NGOs, and the general public**, ensuring humane, close, efficient, and purpose-aligned engagement. This person will be responsible for welcoming, guiding, resolving requests, and strengthening trust in every interaction. **Responsibilities and Duties** ----------------------------------- * Provide support to donors, partner NGOs, and other LUSA contacts across multiple channels (e\-mail, WhatsApp, phone, digital platforms); * Ensure **empathetic, clear, agile, and solution-oriented support**, always prioritizing the best possible experience; * Clarify questions regarding donations, campaigns, social impact, LUSA’s processes and operations; * Track requests, issues, and concerns until full resolution, keeping the customer informed throughout the entire process; * Record, organize, and update support-related information in internal systems and tools; * Identify recurring questions, difficulties, or complaints and propose improvements to processes, communications, and overall experience; * Support relationship-building activities, such as sending personalized messages and communications, assisting with letters, calls, and donor thank-you efforts, and supporting events and special campaigns; * Collaborate closely with Marketing, Operations, Impact, and Experience teams to ensure alignment and seamless communication; * Uphold LUSA’s image across all touchpoints, embodying its values, purpose, and commitment to social impact. **Requirements and Qualifications** ------------------------------ * Excellent verbal and written communication skills, with empathy, clarity, and courtesy; * Prior experience in **customer service, support, relationship management, call centers, customer experience (CX), or related fields**; * Ability to interact effectively with diverse individuals, handle sensitive situations, and manage multiple simultaneous requests; * Strong organizational skills and attention to detail for case tracking, deadlines, and recordkeeping; * Practical, human-centered, and responsible problem-solving abilities; * Familiarity with digital tools, support platforms, and collaborative environments; * Alignment with social causes, positive impact, and human values; * Ability to work collaboratively in dynamic team environments; * Bonus qualifications: experience supporting donors or social organizations, administrative support routines, familiarity with basic support metrics (response time, satisfaction, resolution rate), English language proficiency. **Additional Information** -------------------------- Working hours: 9:00 AM to 8:00 PM, with a dynamic routine focused on high performance. Base salary: between R$ 5\.000,00 and R$ 7\.000,00, depending on technical level and experience. Individual performance bonuses: tied to team organization, execution, and development. Collective impact bonuses: linked to the overall operational performance. Leadership growth bonuses: (NO UPPER LIMIT), based on team expansion, increased responsibility, and generated impact. Continuous learning: full access to all resources you need to grow and maintain high performance.