Head of support

Há 2 dias

São Paulo, Brasil Noping Tunnel Tempo inteiro

A No Ping 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 No Ping 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 Saa S/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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