Head of Support

Há 5 dias

Brazil, BR Noping Tunnel Tempo inteiro

A NoPing está buscando uma pessoa para liderar a área de Customer Success com foco total em retenção, expansão e experiência do cliente. Se você curte o universo gamer, é movido(a) por dados e gosta de construir processos e times do zero (ou elevar para o próximo nível), essa vaga é pra você.



Sobre a NoPing

Somos uma plataforma de otimização de rota e redução de latência para gamers, ajudando jogadores a terem uma experiência mais estável e competitiva em diversos jogos. Nosso desafio é escalar CS com excelência, mantendo proximidade com o cliente e impactando diretamente o crescimento do negócio.



Responsabilidades

  • Liderar a estratégia e operação de Customer Success (Onboarding, Adoção, Retenção, Expansão e Offboarding).
  • Construir e gerenciar time (CSMs, suporte/experiência, processos e rotinas de performance).
  • Definir e acompanhar métricas e KPIs: churn, retenção, NPS/CSAT, expansão, tempo de primeira resposta, health score, etc.
  • Estruturar jornadas e playbooks (onboarding, prevenção de churn, reativação, upsell/cross-sell).
  • Criar processos escaláveis, automações e cadências de contato baseadas em comportamento e dados.
  • Trabalhar em parceria com Produto, Marketing, Suporte, Engenharia e Financeiro para resolver dores e elevar a experiência.
  • Atuar como “voz do cliente” dentro da empresa, influenciando roadmap e priorização.
  • Desenvolver uma cultura de excelência e empatia no relacionamento com o cliente.

Requisitos

  • Experiência sólida em Customer Success, com vivência em liderança (coordenação/gerência/head).
  • Histórico comprovado de redução de churn e crescimento via expansão (upsell/cross-sell).
  • Forte capacidade analítica e de tomada de decisão baseada em dados.
  • Experiência com criação de processos, playbooks, health score e operação escalável.
  • Boa comunicação, capacidade de negociação e perfil hands-on.
  • Experiência com SaaS/assinatura e atendimento em alto volume é um diferencial.

Diferenciais (bem-vindos)

  • Ser gamer e conhecer o ecossistema (PC gaming, FPS/MOBA/MMO).
  • Experiência com comunidades (Discord, fóruns, social listening).
  • Experiência com automações e ferramentas de CS (CRM, helpdesk, NPS/CSAT, etc.).
  • Inglês e/ou Espanhol.

O que esperamos dessa liderança

  • Mentalidade de dono(a), foco em execução e melhoria contínua.
  • Capacidade de formar time forte e criar um padrão de atendimento “referência”.
  • Visão estratégica sem perder o detalhe do dia a dia.

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