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Supervisor de Customer Success
Há 1 mês
Sobre a Empresa: Somos uma plataforma inovadora, referência em atendimentos digitais e chatbots personalizados. Nossa missão é conectar empresas e clientes de forma eficiente por meio de canais como WhatsApp, Telegram, Messenger, Instagram, Webchat e E-mail. Estamos buscando um Supervisor de Customer Success para liderar nossa equipe durante o "Go Live" dos clientes, garantindo excelência na operação e sucesso em suas jornadas.
Responsabilidades e atribuições:
- Liderar e motivar a equipe de Customer Success, promovendo um ambiente colaborativo e focado em resultados;
- Desenvolver um bom relacionamento com os stakeholders (diretoria, gerência, times externos e clientes), garantindo alinhamento e transparência;
- Monitorar KPI's e buscar melhorias contínuas por meio de dados e feedbacks estratégicos;
- Otimizar fluxos automatizados para entregar comunicações no momento certo e com eficácia;
- Desenvolver, acompanhar e analisar KPI's como tempo de resolução, satisfação do usuário (CSAT/NPS) e qualidade do atendimento, garantindo excelência operacional;
- Garantir que a equipe esteja capacitada e alinhada com os valores da empresa por meio de treinamentos e iniciativas de desenvolvimento.
O que você precisa ter:
- Experiência anterior em liderança e gestão de equipes;
- Vivência em atendimento digital e experiência com Customer Success ou Customer Experience;
- Forte capacidade analítica e experiência em liderar iniciativas de eficiência operacional e automação;
- Facilidade em lidar com produtos digitais e tecnologia;
- Conhecimento sobre fluxos de atendimento digital e gestão de jornadas do cliente.
Será um diferencial:
- Possuir experiência com produtos digitais omnichannel;
- Vivência com o portfólio empresarial da Meta (Gerenciador de Anúncios, WhatsApp Business API, Instagram, Messenger);
- Conhecimento das regras do WhatsApp Business API (HSM, Conta Oficial, Integração de Números).
Informações adicionais:
• Promovemos autonomia e espaço para você se desenvolver;
• Somos abertos a sugestões e feedbacks constantes;
• Ter liberdade de ser quem você é.
Benefícios:
• Vale Refeição (Flash);
• Plano de Saúde e Assistência Odontológica (Porto Saúde);
• Seguro de Vida Sulamérica;
• Day-off no aniversário;
• Salário compatível ao mercado.
Cultura
Estamos comprometidos com o desenvolvimento e crescimento dos nossos clientes e funcionários Wetalkers, logo pautamos nossas relações em boas práticas, baseados em 3 Pilares:
- Pessoas: Confiamos em um time de pessoas incríveis e levamos ao cliente uma experiência personalizada desde o primeiro contato;
- Constante desenvolvimento: Somos uma empresa de tecnologia que não se acomoda. Temos canais abertos de sugestões de melhorias;
- Tecnologia própria: Somos hoje um BSP Meta e isso ajuda muito ao reduzir burocracias trazendo agilidade para solucionar problemas dos clientes.
Se você é apaixonado por tecnologia, tem experiência em liderança e busca uma oportunidade desafiadora, venha fazer parte da Wetalkie Candidate-se agora