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Customer Care Team Lead

2 meses atrás

São Paulo, Brasil The Knot Worldwide Tempo inteiro

WHAT WE DO MATTERS:

Here at The Knot Worldwide, we believe in doing work that matters. In 16+ countries around the world, our leading family of brands (The Knot, WeddingWire, Bodas, The Bash, The Bump, and more) provide best-in-class products, services and content to take celebration planning from inspiration to action. We are one of the most trusted global wedding Vendor Marketplaces, our mobile apps are top-ranked, our features are premier and our magazine is a go-to on the newsstand.


ABOUT THE ROLE AND OUR TEAM:

At The Knot Worldwide, we are looking for a dynamic and experienced Customer Care Team Lead to join our Sales LATAM team, focusing on the South LATAM market. The ideal candidate will have a proven track record in B2B customer service, strong leadership capabilities, excellent listening skills, and the ability to understand and meet customer needs, while also demonstrating outstanding interpersonal skills.


RESPONSIBILITIES:

  • Oversee the daily management of a B2B customer service team within the commercial department.
  • Drive team productivity and ensure key performance indicators (KPIs) are met.
  • Provide support and guidance to team members on day-to-day issues and quickly address operational queries.
  • Coach team members by monitoring call performance, providing personalized feedback, and creating development plans to support succession planning within the team.
  • Foster a results-oriented team culture by suggesting ongoing team incentives, organizing contests, and leading social initiatives (e.g., team-building activities, weekly motivation meetings, celebrating successes, etc.).
  • Manage B2B clients by providing post-sales support, enhancing client retention, offering quality personalized attention, and handling customer retention strategies.
  • Respond to client inquiries via phone and email, delivering excellent service.
  • Oversee additional products purchased by clients and manage their satisfaction.
  • Collaborate with other departments to resolve customer-related issues efficiently.



WHAT WE ARE LOOKING FOR:

  • You live in Greater Sao Paulo.
  • You have at least 4 years of experience in customer service, with at least 1 year of team management experience (preferably with B2B clients).
  • Excellent communication skills.
  • Strong organizational, detail-oriented, and problem-solving abilities.
  • Ability to work effectively in multicultural, structured, and dynamic environments.
  • Advanced English proficiency, with fluency in Portuguese and at least intermediate Spanish.


At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference


WHAT WE LOVE ABOUT YOU:

  • You Dream Big. You iterate and experiment to drive innovation.
  • You Love Our Users. You keep our global community at the center of everything you do.
  • You Do the Right Thing. You strengthen your team through respect, fairness, and inclusion.
  • You Hustle Every Day. You favor urgency and own your outcomes.
  • You Win Together. People are at the heart of our success and you play as a team.