Customer Service Manager

2 semanas atrás

São Paulo, São Paulo, Brasil Business Tempo inteiro

About Us:

We are a U.S.-based company specializing in credit repair and business funding. Our mission is to provide exceptional service to individuals and businesses working to improve their financial profile and access capital for growth. We are seeking a Customer Service Manager who can lead and improve our customer service operations while also engaging directly with clients over the phone to provide world-class support.

Responsibilities:

  • Oversee and manage the day-to-day operations of the customer service team.
  • Take inbound and outbound calls directly with clients, assisting with questions, resolving concerns, and ensuring they receive excellent support.
  • Develop and implement customer service policies, procedures, and standards.
  • Train, coach, and support customer service representatives to deliver consistent client experiences.
  • Handle escalated client issues and provide timely solutions.
  • Monitor service metrics (response times, resolution rates, client satisfaction) and prepare performance reports.
  • Collaborate with sales, marketing, and operations teams to ensure a seamless client journey.
  • Identify areas for improvement and implement strategies to increase efficiency and satisfaction.
  • Build and maintain strong relationships with clients, serving as the voice of the customer within the company.

Qualifications:

  • Minimum 3 years of experience in a customer service leadership or management role.
  • Proven ability to manage teams and take client calls with professionalism.
  • Excellent communication skills (English required; bilingual English/Spanish is a plus).
  • Strong leadership, coaching, and team management skills.
  • Ability to analyze data and use metrics to improve performance.
  • Proficiency with customer service tools, CRMs, and project management platforms (Go High Level, Slack, ClickUp, or Notion experience preferred).
  • Problem-solving mindset and ability to handle high-pressure situations calmly.
  • Strong organizational and time-management skills.

We Offer:

  • 100% remote work.
  • Opportunity to lead a growing customer service team.
  • Career growth opportunities in a fast-expanding company.

How to Apply:

  • Send your CV and a short video introduction in English (Spanish optional)

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