Customer Relationship Coordinator

Description

**Customer Relationship Coordinator** Goclin is seeking a Customer Relationship Coordinator to lead Technical Support and Onboarding teams, ensuring excellence in customer service and experience. **About Goclin** Goclin is a technology startup focused on managing medical and dental clinics and practices. Our platform integrates features such as appointment scheduling, electronic health records, billing, financial management, teleconsultations, automation, and integration with health insurance providers—helping professionals and clinics achieve greater efficiency, control, and growth. **Responsibilities and Duties** **Responsibilities:** * Organize and distribute tasks for the Technical Support and Onboarding teams; * Handle second-level support via chat, WhatsApp, and phone calls with empathy and agility; * Monitor, guide, and develop the operational team; * Deliver platform presentations and training sessions for clients and prospects; * Create and document customer support workflows and internal processes; * Ensure compliance with SLAs and strategic goals (e.g., NPS, response time, activation); * Prioritize critical issues in coordination with Development and Systems teams; * Monitor individual team performance indicators, such as productivity and engagement; * Perform ad-hoc database queries to support advanced troubleshooting. **Requirements and Qualifications** **Requirements** Mandatory: * Prior experience leading customer service/technical support or onboarding teams; * Strong organizational and task-prioritization skills in dynamic environments; * Excellent verbal and written communication skills; * Hands-on profile with a problem-solving focus; * Basic database knowledge (e.g., simple SQL queries); Desirable: * Experience in B2B SaaS customer support; * Familiarity with tools such as Jira Service Management, Confluence, 3cx, or similar; * Knowledge of agile methodologies and multidisciplinary squads; * Basic understanding of NoSQL (e.g., MongoDB) or database query reading; **Additional Information** * Relaxed work environment with fresh fruit and breakfast; * Birthday DAY OFF with a R$ 100 gift card; * R$ 100 gift card per successfully hired referral; * Bi-weekly on-site massage; * Wellhub (Gympass); We are a strong, experienced group driven by health. The DC Group is a platform of independent brands and services united by a shared purpose: **to provide health solutions for people.** **STRENGTH. HEALTH. EXPERTISE.** These three pillars guide our actions—and it is from this foundation that our companies grow and distinguish themselves increasingly within their respective fields. With ethics, social commitment, and continuous evolution, we continue promoting quality of life, facilitating and simplifying access to healthcare, and innovating in the management of our processes and services. **We are the DC Group—and here, we breathe health.**