Gerente de Customer Experience

Há 6 dias

Brazil NoPing Tempo inteiro

Sobre a NoPing:

A NoPing é uma plataforma líder em otimização de conexão para gamers, com mais de 2.000 servidores ao redor do globo, oferecendo melhoria de latência e aumento de FPS em mais de 2.000 jogos. Nossa missão é garantir que os jogadores tenham a melhor experiência durante o jogo, sem lag, proporcionando uma jogabilidade fluida e competitiva.


Estamos em busca de um Gerante de Customer Experience para liderar nossa equipe de suporte e garantir que todas as operações de atendimento estejam alinhadas com as expectativas dos nossos clientes e os KPIs da empresa.


Responsabilidades:

  • Gerenciar uma equipe de suporte, garantindo o desempenho e o cumprimento de metas diárias.
  • Supervisionar e avaliar constantemente a qualidade dos atendimentos via Chat, E-mail, WhatsApp, Discord, Tickets, Reclame Aqui, gateways de pagamento e outras plataformas. Propor soluções rápidas para reclamações e buscar a remoção de comentários negativos.
  • Revisar e analisar KPIs, metas individuais e coletivas, proporcionando feedbacks e avaliações diárias para cada colaborador da equipe.
  • Realizar reuniões diárias com cada colaborador para acompanhar o progresso das atividades e verificar o cumprimento de todas as tarefas.
  • Elaborar relatórios diários detalhados para a alta gestão (C-Level) sobre o andamento das atividades da equipe, principais problemas enfrentados e soluções implementadas.
  • Acompanhar os principais motivos de cancelamento do NoPing, gerando relatórios detalhados e propondo ações corretivas com base nos dados coletados.

Requisitos:

  • Experiência comprovada na gestão de equipes de suporte técnico ou helpdesk, preferencialmente em startups ou empresas de tecnologia.
  • Inglês avançado.
  • Conhecimento avançado em suporte ao cliente, análise de KPIs, criação de relatórios e gestão de metas.
  • Habilidades excepcionais de comunicação e capacidade de realizar reuniões diárias com a equipe para revisão de atividades.
  • Experiência com plataformas de pagamento e atendimento a clientes via diversos canais (chat, e-mail, WhatsApp, Discord, chamados, etc.).
  • Capacidade de resolver problemas de forma rápida e eficaz, mantendo um alto nível de qualidade no atendimento.
  • É obrigatório que o candidato seja Gamer, pois isso permitirá uma compreensão mais profunda das necessidades dos clientes e do impacto do NoPing na performance dos jogos. A familiaridade com o ambiente de jogos ajuda a identificar problemas e otimizar a experiência dos usuários.


Benefícios:

  • Ambiente de trabalho dinâmico e desafiador.
  • Oportunidades de crescimento em uma empresa globalmente reconhecida no mercado de games.
  • Participação em eventos e conferências da indústria de games.
  • Bônus baseados em metas de desempenho.
  • Valor competitivo com o mercado.


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