Customer Success Analyst

Overview Get AI-powered advice on this job and more exclusive features. Direct message the job poster from Ten Lifestyle Group. At Ten our goal is simple, to become the most trusted service business in the world. We are the global market leader for lifestyle management and concierge services, with a strong global office network and over one thousand employees. We deliver our service through Ten's proprietary technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to innovate and to keep inspiring and to continue to improve the lives of millions of members. Will you help take us there? As Member Success Manager for Brazil, you will be accountable for high-level support provided to members who either complain or have a detractor score in our NPS survey. The Member Success Analyst will facilitate clear communication and ongoing support to the business by owning and coaching on open complaints, ensuring member-focused resolutions are delivered. This will result in increased member loyalty through effective complaint resolution and management in Brazil. This description reflects essential duties and responsibilities for the role. Essential duties and responsibilities Optimizing performance of LMs and TMs on negative feedback Ensure complaint management training is up to date and effective and that everyone follows best practices for flagging and logging feedback (positive & negative). Use call listening and coaching techniques to upskill and develop LMs and Team Managers on effective complaint management. Act with kindness and empathy to engender a positive culture around complaint management. We want our team to view member feedback as a gift, not something to fear. Complaint Management Share escalated issues to corporate client via Account Manager and provide call recordings within one business day when requested. Execute Escalation and Complaint processes including logging transactions into a spreadsheet or Tenmaid for sharing with clients as per client or Ten SLAs. Serve as the primary contact for escalations/complaints (level 1 & 2), ensuring prompt client communication and leading resolution efforts. Ensure timely resolution within SLAs and appropriate use of refunds and goodwill gestures. Provide real-time oversight and support for TMs and LMs during complaint resolution (complaints level 3), escalating when needed and taking ownership if required. Provide Team Managers with detailed information on escalations to coach Lifestyle managers on addressing root causes of complaints. Manage NPS call-backs and resolution. Client Communication Take ownership of client-referred complaints (mainly from the bank), ensuring timely updates to clients or Account Managers. Generate and share reports on complaint resolution and mitigation efforts. Provide Account Managers with comprehensive information for effective client discussions about complaints. Take receipt of complaints from the client when the member has given feedback to the client rather than directly to Ten. Coach and upskill Account Managers in talking to clients about complaints. Reporting and Trend Analysis Record all L1 and L2 feedback in Ten MAID within 24 hours of resolution. Ensure Account Managers and Ops have all necessary complaint-related information for client reports, internal reporting, and meetings. Document any extraordinary costs outside our complaint policies, including the reason for exceeding policy. Ensure the Client Services Team, the CX team and Operations are continually updated on: complaint volumes as a % of active members; average cost of goodwill gestures and refunds per complaint; reasons for related trends; resolutions of escalations (L1 & L2). Additional requirements Assisting the CX team in completing QA tasks as needed during vacations, time off, audits, or other business-related circumstances. Maintain flexibility to adjust priorities and tasks to accommodate additional CX initiatives or projects that may contribute to enhancing service quality. Requirements A minimum of a bachelor diploma or equivalent. Further education in a relevant field is a bonus. Intermediate English Knowledge and expertise in the entertainment / travel industry is a plus. Experience managing complaints from Brazilian customers over the phone. Experience in a role where success depends on coaching and/or influencing others. Experience as part of a high-functioning management team. Understanding of travel programs as this will be heavily involved in investigating travel escalations. Benefits Our employees are at the heart of our business. We foster a culture of recognition and reward through regular evaluations and our Extra Mile Awards. We support career development and provide opportunities across Ten. Check out Ten's benefits: A competitive salary based on experience. Quarterly bonus, meal/food vouchers, home office allowance, health and dental plans, and referral bonus (Referral Program). Hybrid work model (2 days in-office per week). Paid sabbaticals: one month of paid sabbatical every 5 years of service. Working Holidays: opportunities to travel and work from anywhere in the world. Employee discounts on travel and entertainment. Be part of a global, dynamic, and inclusive team. Genuine career opportunities in a fast-paced, international company. Commitment to Diversity We value diversity and are committed to an inclusive work environment. All aspects of our relationships—including decisions to hire, promote, discipline, or terminate—are based on merit, competence, performance, and business needs. Seniority level Entry level Employment type Full-time Job function Other Industries: Travel Arrangements Referrals increase your chances of interviewing at Ten Lifestyle Group by 2x #J-18808-Ljbffr