Customer Experience Supervisor

Description

This is an exciting opportunity to join one of the fastest\-growing digital health companies in the world and help build the future of healthcare. We are forming a new team in Rio to serve exclusively our UK customer base. Your goal is to lead a world \- class patient experience team, ensuring our patients UK get seamless, high\-quality support throughout their journey. You’ll be responsible for managing a team of agents who supporting our UK customers using AI Translation, developing processes, and driving performance \- making sure we’re delivering the best possible care while also operating efficiently. This is a rare opportunity to take ownership of a new team based in Rio and shape how we support patients based in the UK at MANUAL and Voy. You’ll play a key role in optimising our operations, scaling the team effectively, and ensuring we’re always improving the experience we offer. You’re someone who thrives in a fast\-moving environment, enjoys solving problems, and knows how to inspire and develop a team to deliver outstanding service. This role is an English speaking role, based in Rio, looking after our UK customer patients. ###### **What you’ll do** * Managing a team of Patient Experience Specialists, setting clear expectations and driving performance * Coaching and developing your team, ensuring every agent has the support and guidance to succeed * Building a strong team culture grounded in end\-to\-end ownership and high personal standards — empowering every agent to take responsibility, uphold quality, and consistently deliver the best possible experience * Identifying trends in patient contacts, feedback, and complaints—then leading initiatives to improve our processes * Working closely with cross\-functional teams (Product, Operations, Clinical) to remove roadblocks and make it easier for patients to get the help they need * Using data to track performance, set ambitious targets, and drive continuous improvement ###### **How you operate** * Think big \- you're inspired by frighteningly ambitious solutions to big patient problems and your team’s problems, you approach them from first principles and you have the determination to clear hurdles to get there. * Move fast \- you set just the right pace, you collaborate well and you're a clear communicator that can quickly understand patient problems and develop long lasting, efficient solutions. * Make it better \- you think about the bigger picture, you have a growth mindset with yourself and others (including a healthy relationship with feedback), you're hard on problems not people and do whatever you can to help our patients and your team. ###### **What we need from you** * Full Fluent in English and confident speaking english every day * Previous leadership or team support experience in a fast\-paced environment (e.g., health tech) is a plus, but not essential. * You’re passionate about coaching and developing people—you love seeing your team succeed * You’re highly organised and comfortable balancing multiple priorities * You’re comfortable using data to track performance and make informed decisions * You have a “roll up your sleeves” attitude—if something needs fixing, you’re happy to get stuck in * You’re excited about what we’re building at MANUAL and want to help shape the future of patient experience * You can work from our Rio office 2 days per week ###### **Benefits** * Meal/Food voucher (R$40/day). * Gympass. * Cambly English course. * Health insurance. * 5\-month maternity leave. * Childcare allowance. * A fun and friendly work environment with a highly motivated team.