Customer Support Manager
3 meses atrás
Do you want to work on the largest healthcare platform in the WORLD ?
We are Doctoralia, a Docplanner Group company, present in 13 countries , responsible for serving more than 55 million patients and processing more than 15 million appointments per month
We currently have more than 2 million healthcare professionals in our database, totaling approximately 10 million patient evaluations to date.
Our mission is to “make the healthcare experience more human.”
Through a diverse range of services, we are able to serve different audiences: our marketplace , which allows patients to schedule and evaluate appointments and doctors at any time of the day or night; and our SaaS system aimed at optimizing office management, patient flow and online bookings. All this through an internet platform and our iOS/Android apps.
Job DescriptionPosition Summary: The Customer Care Manager will be responsible for leading and developing the customer service team, ensuring operational excellence and strategic alignment with other departments such as Product, Sales, and Customer Success. The role will focus on KPI analysis, creating tactical and operational plans, and constantly seeking improvements and efficiency opportunities. It also involves collecting and analyzing customer feedback to identify trends and areas for enhancement, always aligning local team practices with global standards.
Responsibilities:
- Lead and manage the Customer Care team (1 supervisor and 2 team leads), providing guidance, training, and continuous support to ensure high performance and professional development.
- Conduct 1:1s and weekly follow-up meetings to promote team alignment and engagement.
- Oversee the handling of customer inquiries, issues, and complaints, ensuring quick and effective resolutions.
- Manage escalated issues, ensuring critical problems are resolved satisfactorily.
- Develop and implement KPIs to monitor team performance and measure customer satisfaction.
- Analyze KPIs and prepare executive reports for senior management, highlighting trends and areas for improvement.
- Identify opportunities to enhance customer service processes, proposing and implementing strategies to improve efficiency and effectiveness.
- Lead strategic projects related to improving the customer experience.
- Collect and analyze customer feedback to identify trends and areas for service improvement, ensuring insights are incorporated into continuous improvement strategies.
- Collaborate closely with other departments, such as Sales, Product Development, and Marketing, to ensure an integrated approach to customer service.
- Connect with the global team to ensure local practices align with the company’s global standards and guidelines.
- Prepare regular reports on customer service performance, highlighting trends, challenges, and opportunities for improvement.
Qualifications
Requirements:
- Advanced English;
- Experience in managing customer service leadership teams.
- Expertise in KPI analysis and the ability to generate detailed reports for senior management.
- Experience in creating and implementing tactical and operational plans aimed at performance improvement.
- Excellent communication skills and the ability to collaborate with cross-functional teams.
- Experience handling escalated issues and managing customer crises.
- Proactive in seeking continuous improvements in service processes.
- Experience working with global teams and ensuring alignment with global policies.
Additional Information
- Our working hours are from Monday to Friday, from 9 am to 6 pm;
- Need to work beyond your usual hours? We have a compensatory time off system in place;
- For the commute, we offer Vale-Transporte;
- We offer a Meal Voucher a month, but if you enjoy cooking at home, you can replace it with a Food Voucher, for the same amount, or do half and half, making life easier for those who are 100% remote or hybrid;
- We offer Medical, Dental, and Group Life Insurance;
- Did you think your Pet would be left out? Of course not We offer Plano Pet, which extends care to your furry companion;
- Access to the iFeel app , for emotional comfort, which combines traditional psychology with AI, helping you through those tough days;
- ApoioPass offers free professional support and guidance in the psychological, legal, economic and social areas, providing support for those, more delicate issues;
- What about that fitness life? We offer Gympass for you and 3 dependents Because working out alone is really boring, right?
- Creditas: Payroll loan services, eligible after 6 months of employment;
- Stock Options - eligible after 6 months of employment (5 years grace period) - YES You become a shareholder;
- Everyone has a birthday, right? Our present, for you, is a Birthday Day Off, so that you can celebrate the way you prefer, with the ones you love the most. Also, we celebrate our work anniversary as our own day off;
- Our work licenses are special here : in the event of the passing of loved ones, we offer 10 days off; if your pet passes away, we offer 2 days. Got Married:? 7 days of rest Did the baby arrive? We offer 30 days for Dads and 6 months for Moms;
- For moms and dads ‘on duty’, we have Daycare Assistance;
- We have a robust Partnership Club, with discounts ranging from teaching institutions, such as colleges and language learning services, all the way to exclusive banking benefits;
- Do you like working here? Then refer a friend or relative We love having family and friends around Our Referral Program offers up to R$600 per person who stays with us for more than 6 months;
-
Customer Support Manager Latam
1 semana atrás
Curitiba, Brasil TuoTempo Tempo inteiroCompany Description **TuoTempo is the fastest growing healthcare CRM software-as-a-service in Europe specialized in digitizing healthcare providers by redesigning the patient experience. Our groundbreaking technology is the preferred choice of the biggest healthcare providers in Spain, Italy, Brazil, Mexico and other markets. We are now looking to expand...
-
Customer Support Manager
1 semana atrás
Curitiba, Brasil Docplanner Tempo inteiroCompany DescriptionDo you want to work on the largest healthcare platform in the WORLD ?We are Doctoralia, a Docplanner Group company, present in 13 countries , responsible for serving more than 55 million patients and processing more than 15 million appointments per month!We currently have more than 2 million healthcare professionals in our...
-
Customer Support Manager
1 semana atrás
Curitiba, Brasil Doctoralia Brasil Tempo inteiroCompany DescriptionDo you want to work on the largest healthcare platform in the WORLD ?We are Doctoralia, a Docplanner Group company, present in 13 countries , responsible for serving more than 55 million patients and processing more than 15 million appointments per month!We currently have more than 2 million healthcare professionals in our...
-
Customer Support Manager
Há 1 mês
Curitiba, Brasil DocPlanner Tempo inteiroCompany Description Do you want to work on the largest healthcare platform in the WORLD ? We are Doctoralia, a Docplanner Group company, present in 13 countries , responsible for serving more than 55 million patients and processing more than 15 million appointments per month! We currently have more than 2 million healthcare professionals in our...
-
Customer Support Analyst Latam
7 meses atrás
Curitiba, Brasil TuoTempo Tempo inteiro**Company Description** With a global mission to “make the healthcare experience more human”, Tuotempo is the leading CRM for the Healthcare sector. We are part of the international DocPlanner Group, the largest healthcare platform serving patients and healthcare ecosystems across 13 countries in Europe and LATAM. We position ourselves in the DocPlanner...
-
Customer Support Assistant
2 semanas atrás
Curitiba, Brasil Directa24 Tempo inteiroAt Directa24 we are looking for a a **self-motivated Customer Support Specialist**, to add value to our Customer Support team. The main objective **is support our final client (consumers) and provide a solution to them**. If you like to work in a fast-paced environment and are full of **challenges** this is the place for you! What you will be doing: -...
-
Customer Support Team Lead
3 semanas atrás
Curitiba, Paraná, Brasil Doctoralia Brasil Tempo inteiroAbout UsDoctoralia Brasil is a leading healthcare platform serving millions of patients and processing over 15 million appointments per month. We aim to make the healthcare experience more human through our innovative services.Job DescriptionWe are seeking an experienced Customer Care Manager to lead our customer service team, ensuring operational excellence...
-
Customer Support Internship
4 meses atrás
Curitiba, Brasil Infobip Ltd Tempo inteiroAt Infobip, we dream big. We value creativity, persistence, and innovation, passionately believing that it is through teamwork that we can all reach greater heights. Since 2006, we have been innovating at the edge of technological possibilities and are now shaping global communications of the future. Through 75+ offices on six continents, Infobip’s...
-
Technical Account Manager
7 meses atrás
Curitiba, Brasil Infobip Ltd Tempo inteiroTake a step forward to creating your own career path at Infobip. We encourage everyone to seek and accept new opportunities for growth and development. Whether it’s horizontal, vertical, or angular, we want to support the path that you want to carve. We are currently looking for a Mandarin speaking Technical Account Manager based in Curitiba -...
-
(Fluent Portuguese) Customer Support Consultant
5 meses atrás
Curitiba, Brasil SupportYourApp Tempo inteiro**Passionate about the world of tech?** What if you had a chance to be a part of the world’s leading SaaS, Software, or Hardware solutions? Join our team as a **Customer Support Consultant** today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving...
-
SAP Support Analyst
2 semanas atrás
Curitiba, Brasil Pantheon Inc. Tempo inteiro**Job Role Summary** The SAP Order to Cash Support analyst is responsible primarily for providing support for F&L Customer Services business in Order to Cash area. SHORTDESCRIPTION section. 2 of 3. **Job Role Responsibilities** - Responsible primarily for providing SAP Order to Cash (OTC) solutions. - Executes and tests appropriate configuration related to...
-
Customer Support/kyc Analyst
Há 4 dias
Curitiba, Brasil Uncapped Tempo inteiro**A role for anyone located in **Curitiba (Brazil)** **Role Overview** **About Uncapped** Founded in 2019 and headquartered in London, Uncapped is the fastest, most affordable way for growing online businesses to fund marketing and inventory. We provide lending volumes of between $100k and $10m without credit checks, personal guarantees, warrants, equity,...
-
Customer Success Development Manager
3 semanas atrás
Curitiba, Paraná, Brasil Infobip Group Tempo inteiroAt Infobip Group, we're a global leader in Omni channel engagement powering a broad range of messaging channels, tools, and solutions for advanced customer engagement, authentication, and security. Our mission is to help clients and partners overcome the complexity of consumer communications, grow their business, and enhance customer experience – all in a...
-
Customer Support Technician
Há 6 dias
Curitiba, Brasil Infobip Tempo inteiroCompany Description At Infobip we dream big. We value creativity, persistence and innovation, passionately believing that it is through teamwork that we can all reach greater heights. Since 2006, we have been innovating at the edge of technological possibilities and are now shaping global communications of the future. Through 60+ offices on six continents,...
-
Customer Support Assitant
1 semana atrás
Curitiba, Brasil Astropay Tempo inteiro**We are looking for **a Customer Support Assistant to join our t**eam!** **AstroPay** is the global Digital Wallet of choice for thousands of consumers who want to purchase online on international sites. With a focus on international transactions, AstroPay addresses the complexities of local markets, offering fast and efficient solutions across thousands of...
-
Customer Success Manager
1 semana atrás
Curitiba, Brasil buscojobs Brasil Tempo inteiroIf you're a fluent English speaker seeking a 100% remote independent contractor role within an all-star team with a proven system for success, then welcome to Hello Magic!WE ARE LOOKING FORWe're searching for dynamic Customer Success Managers to lead our virtual receptionist team on a global scale. This role offers competitive compensation, flexible hours,...
-
Customer Success Executive
7 meses atrás
Curitiba, Brasil TuoTempo Tempo inteiro**Company Description** Tuotempo is the leading CRM for the Healthcare sector. It is part of the international DocPlanner Group which is the fastest growing healthtech SaaS unicorn in Europe and Latin America specialized in digitizing healthcare providers and redesigning the patient experience. Our groundbreaking technology is the preferred choice of the...
-
Customer Success Team Manager Enterprise
4 semanas atrás
Curitiba, Brasil Docplanner Tempo inteiroCustomer Success Team Manager EnterpriseFull-time Do you want to work on the largest healthcare platform in the WORLD? We are Doctoralia, a Docplanner Group company, present in 13 countries, responsible for serving more than 55 million patients and processing more than 15 million appointments per month! We currently have more than 2 million healthcare...
-
Customer Success Team Manager Enterprise
1 semana atrás
Curitiba, Brasil buscojobs Brasil Tempo inteiroDo you want to work on the largest healthcare platform in the WORLD?We are Doctoralia, a Docplanner Group company, present in 13 countries, responsible for serving more than 55 million patients and processing more than 15 million appointments per month!We currently have more than 2 million healthcare professionals in our database, totaling approximately 10...
-
Customer Success Team Manager Enterprise
1 semana atrás
Curitiba, Brasil Docplanner Tempo inteiroCompany DescriptionDo you want to work on the largest healthcare platform in the WORLD?We are Doctoralia, a Docplanner Group company, present in 13 countries, responsible for serving more than 55 million patients and processing more than 15 million appointments per month!We currently have more than 2 million healthcare professionals in our database, totaling...