Customer Success Supervisor

Description

**Hey there, all good on your end?** Turbi is the rental company of the future: 100% digital, powered by technology, great people, and a passion for transforming how people get around. We unlock cars via our app (yes, no keys required!) and believe true innovation starts with an engaged team that has the freedom to create. We’re looking for someone to join us as a Customer Experience (CX) Supervisor — a person ready to accelerate alongside us on this journey. ### **Your role here:** As a CX Supervisor, you’ll play a pivotal role in leading our frontline, ensuring technology and human interaction seamlessly merge into an impeccable experience. You’ll be the driving force behind operational efficiency and satisfaction among our Turbilovers, turning data into actionable strategies to guarantee success and accelerated growth in 2026\. ### **What you’ll tackle daily:** * High-Performance Leadership: Supervise and motivate the support team, ensuring quality and empathy in every interaction; * Data-Driven Management: Monitor and optimize critical metrics such as CSAT, NPS, AHT, and First Contact Resolution Rate; * Experience Strategy: Implement corrective actions and continuous improvements across the customer journey; * Talent Development: Design training programs and deliver consistent feedback to foster team growth; * Operational Management: Oversee scheduling, staffing levels, and adherence to planning; * Crisis Resolution: Act swiftly and with emotional intelligence to mitigate critical issues and deliver effective solutions. ### **What we expect from you:** * CX Expertise: Proven experience managing teams and deep familiarity with support KPIs; * Tool Proficiency: Familiarity with Salesforce and Zendesk to optimize workflows; * Analytical Mindset: Proficiency in Excel/Sheets and SQL to build strategic dashboards and reports; * Project Management: Ability to lead cross-functional initiatives focused on continuous improvement; * Communication & Leadership: Skill in inspiring people, mediating conflicts, and delivering constructive feedback; * Strategic Thinking & Proactivity: Anticipate operational bottlenecks and align CX initiatives with business objectives. **What does Turbi offer to support you on this journey?** * **Competitive compensation**: PJ-based salary aligned with market standards; * **Health coverage**: SulAmérica health insurance to take care of you; * **Dental care**: Bradesco dental plan; * **Fitness benefits**: Access to Wellhub or Totalpass to train your way; * **TurbiFree monthly allowance**: R$ 1\.000 to use our cars however you like; * **Well-deserved break**: 30 days of paid leave after 12 months with us; * **Birthday Day Off**: A day off on your birthday to celebrate however you wish; * **Extended maternity leave**: Additional time to embrace this moment with peace of mind; * **Paternity leave**: Guaranteed presence during the most important early days; * **Bonus**: Tied to both Turbi-wide and individual goal achievement. ### **Our way of working:** Turbi is built by real people — people who make mistakes, learn, grow, and make things happen. Here, autonomy goes hand-in-hand with responsibility. We value a safe environment where people can speak their minds, build freely, and hold difficult conversations respectfully. We value individuals who learn, challenge themselves, and want to create genuine impact. Do you see yourself here? Then apply now and join us in transforming urban mobility!