Customer Support Manager

1 semana atrás

São Paulo, Brasil PayJoy Inc. Tempo inteiro

About PayJoy

PayJoy is a mission-first financial service provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. We lend through our patented technology that turns a smartphone into digital collateral, and our cutting-edge machine learning, data science, and anti-fraud AI allow us to offer the lowest cost and qualify the most customers in the industry. As of 2024 we have brought billions of dollars in credit to 12 million customers, doubling in the last two years while remaining strongly profitable and sustainable for the long term.

This role

The Customer Support Manager is responsible for performing and supervising the activities guided to obtain maximum efficiency, productivity, customer satisfaction and profitability within the Customer Support Area.


Responsibilities
  • Lead and manage the performance and development of the local customer support team.
  • Develop and execute global and scalable strategies, or tailored solutions to the unique needs of his/her market, ensuring consistency and high-quality service.
  • Cross-functional collaboration with various departments, such as product and operations, to align customer support efforts with broader company goals.
  • Analyze key performance metrics, generate reports, and provide actionable insights to improve customer support operations.
  • Collect and act on feedback from customers and team members to continuously refine support processes and enhance customer satisfaction.
  • Handle escalated customer issues and emergencies effectively, ensuring swift and satisfactory resolution.
  • Regularly communicate with stakeholders such as senior management and key stakeholders to provide updates on regional performance, challenges, and opportunities, ensuring alignment with the company’s overall objectives.
Requirements
  • University studies in related areas such as Business Administration, Communications or similar.
  • 5 years of experience in a leadership role as Customer Support Management within fast growing companies, preferably in a regional or multinational context.
  • Problem-solving abilities, and the capability to provide and act on constructive feedback to drive continuous improvement and maintain high customer satisfaction levels.
  • Strategic thinking: Ability to develop and implement scalable strategies that align with both regional and global objectives.
  • Strong leadership and communication skills, enabling effective collaboration with diverse teams across multiple countries.
  • Deep understanding of customer service best practices and the ability to analyze and adapt to market-specific needs.
  • Proficiency in managing and training support staff, coupled with strategic thinking to implement scalable solutions, is essential.
  • Technological proficiency: Familiarity with customer support software and tools (especially Zendesk).
  • Excel and Google Sheets proficiency: Medium to Advanced.
  • Desirable experience in managing BPO, expertise in customer experience methodologies and best practices which improve overall customer satisfaction and loyalty.
Benefits
  • Company-funded Health and Dental Insurance for employees and immediate family members.
  • Life insurance.
  • Monthly benefits of meal vouchers and Home Office assistance.
  • Meal vouchers per work day.
  • $2,000 USD annual Coworking Travel Perk.
  • $2,000 USD annual Professional Development Perk.
  • $500 USD annual Fitness Perk.

PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

PayJoy Principles

Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening

#J-18808-Ljbffr

  • Customer Support Manager

    1 semana atrás

    São Paulo, Brasil PayJoy Tempo inteiro

    PayJoy is a mission-first financial service provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. We lend through our patented technology that turns a smartphone into digital collateral, and our cutting-edge machine learning, data science, and anti-fraud AI allow us to offer the lowest cost and...

  • Customer Support Manager

    Há 6 dias

    São Paulo, Brasil Yolo Recruit Tempo inteiro

    Empresa do segmento financeiro está em busca de um Customer Support Manager para liderar a operação de suporte ao cliente no Brasil. Este profissional desempenhará um papel estratégico, sendo o elo entre o time local e a gestão global, com a missão de garantir um atendimento de excelência e fortalecer a experiência do...

  • Customer Support Manager

    2 semanas atrás

    São Paulo, Brasil PayJoy Tempo inteiro

    **About PayJoy** PayJoy is a mission-first financial service provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. We lend through our patented technology that turns a smartphone into digital collateral, and our cutting-edge machine learning, data science, and anti-fraud AI allow us to offer the...

  • Project Manager

    Há 1 mês

    São Paulo, Brasil Uber Tempo inteiro

    About the RoleAt Uber, providing excellent customer support to our users is a core feature of our product experience. As a Safety / Advanced Support Program Manager, you will be responsible for listening to users, understanding the root causes of painful customer experiences, and helping to design solutions to reduce them, striving to build a phenomenal...

  • Vaga de Manager, Technical Support

    2 semanas atrás

    São Paulo, Brasil Catho Online Ltda. - BR - Manager Tempo inteiro

    Company OverviewDocusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify peoples lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now,...

  • Customer Success Manager

    Há 1 mês

    São Paulo, Brasil Clarivate Tempo inteiro

    We are looking for an energetic Customer Success Manager (CSM) to join our global Customer Success team! The Customer Success Manager serves a critical role to retain Clarivate's current business, identify and mitigate risk and support the growth of key customers. You will work proactively with Customers and will help drive value derived from the Clarivate...

  • Support Service Manager

    2 meses atrás

    São Paulo, SP, Brasil Adobe Tempo inteiro

    Our Company Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies...

  • Customer Support Manager

    Há 6 dias

    Sao Paulo, Brasil Yolo Recruit Tempo inteiro

    Empresa do segmento financeiro está em busca de um Customer Support Manager para liderar a operação de suporte ao cliente no Brasil. Este profissional desempenhará um papel estratégico, sendo o elo entre o time local e a gestão global, com a missão de garantir um atendimento de excelência e fortalecer a experiência do...

  • Customer Support Manager

    Há 5 dias

    São Paulo, Brasil Yolo Recruit Tempo inteiro

    Empresa do segmento financeiro está em busca de um Customer Support Manager para liderar a operação de suporte ao cliente no Brasil. Este profissional desempenhará um papel estratégico, sendo o elo entre o time local e a gestão global, com a missão de garantir um atendimento de excelência e fortalecer a experiência do cliente. Responsabilidades: ...

  • Customer Support Manager

    1 semana atrás

    São Paulo, Brasil Yolo Recruit Tempo inteiro

    Empresa do segmento financeiro está em busca de um Customer Support Manager para liderar a operação de suporte ao cliente no Brasil. Este profissional desempenhará um papel estratégico, sendo o elo entre o time local e a gestão global, com a missão de garantir um atendimento de excelência e fortalecer a experiência do...

  • Vaga de Support Vendor Manager

    Há 1 mês

    São Paulo, Brasil Catho Online Ltda. - BR - Manager Tempo inteiro

    Company OverviewDocusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people's lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now,...

  • Customer Care Manager

    Há 1 mês

    São Paulo, Brasil Sidel Tempo inteiro

    Sidel is looking for a Customer Care Manager to manage customer requests for emergencies, troubleshooting, and technical assistance during the warranty and life cycle of the equipment while securing HSS&E (Health, Safety, Security & Environmental). This role leads complete solution delivery from customer call until complete issue resolution with the help of...

  • Customer support manager

    1 semana atrás

    SAO PAULO, Brasil Yolo Recruit Tempo inteiro

    Empresa do segmento financeiro está em busca de um Customer Support Manager para liderar a operação de suporte ao cliente no Brasil. Este profissional desempenhará um papel estratégico, sendo o elo entre o time local e a gestão global, com a missão de garantir um atendimento de excelência e fortalecer a experiência do cliente. Responsabilidades:...

  • Customer Experience Manager

    Há 1 mês

    São Paulo, Brasil buscojobs Brasil Tempo inteiro

    NoPing is a leading platform in connection optimization for gamers, with over 2,000 servers around the globe, offering latency improvement and FPS boost in more than 2,000 games.Our mission is to ensure players have the best gaming experience, without lag, providing a smooth and competitive gameplay experience.We are seeking a Customer Experience Manager to...

  • Associated Customer Support Manager

    2 meses atrás

    São Paulo, SP, Brasil Motorola Solutions Tempo inteiro

    **Company Overview**: At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across...

  • Associated Customer Support Manager

    2 meses atrás

    São Paulo, Brasil Motorola Solutions Tempo inteiro

    Company Overview At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across...

  • Customer Experience Manager

    Há 1 mês

    São Paulo, Brasil NoPing Tempo inteiro

    Vagas de Emprego para Customer Experience Manager em Brasil Customer Experience Manager - Gerente de Relacionamento com o ClienteLocalização: São Paulo, Campinas, Guarulhos, MauáEmpresa: Amazon Serviços de Varejo do Brasil Ltda.Insira o seu endereço email e nós te enviaremos todas as novas ofertas para: Customer Experience Manager /...

  • Customer Support Consultant

    Há 1 mês

    São Paulo, São Paulo, Brasil Supportyourapp Tempo inteiro

    Are you passionate about technology and customer satisfaction?We're looking for a talented Customer Support Consultant to join our team at SupportYourApp. This is a fantastic opportunity to work in a dynamic, multicultural environment and develop your skills in customer support.As a Customer Support Consultant, you will be responsible for:• Building strong...

  • Customer Experience Manager

    Há 4 dias

    São Paulo, Brasil Tevapharm Tempo inteiro

    Together, we’re on a mission to make good health more affordable and accessible, to help millions around the world enjoy healthier lives. It’s a mission that bonds our people across nearly 60 countries and a rich, diverse variety of nationalities and backgrounds. Working here means working with the world’s leading manufacturer of generic medicines, and...

  • Customer Support Specialist

    2 meses atrás

    São Paulo, Brasil LeanIX Jobs Tempo inteiro

    SAP LeanIX enables organizations to continuously transform. Our platform helps to efficiently organize, plan, and manage IT landscapes, supporting 1000+ customers with SaaS Management, Enterprise Architecture Management, and Value Stream Management. We are looking for a Customer Support Specialist, based in Sao Paulo, Brazil who will help evaluate and...