Customer Experience Advocate

Há 2 dias

São Paulo, São Paulo, Brasil beBeeOmbudsman Tempo inteiro R$24.000
Job Title: Customer and Ombudsman ManagerAbout the Role:

This is a high-impact position where you will be a key advocate for customers, ensuring their voices are heard and their concerns are resolved with empathy, speed, and full regulatory compliance.

Key Responsibilities:
  • Manage end-to-end complaints process, including escalations and resolution
  • Act as main point of contact for consumer protection platforms
  • Serve as internal ombudsman for complex and sensitive customer cases
  • Track and analyse complaints data to spot trends and improve processes
  • Ensure full compliance with Brazilian consumer protection laws and company policies
  • Collaborate with cross-functional teams including customer support, legal, compliance, and operations
  • Maintain and report on key metrics related to complaints, satisfaction, and compliance
Required Skills and Qualifications:
  • 5+ years in customer service, complaints, or ombudsman roles in Brazil
  • Deep understanding of Brazilian consumer rights frameworks (e.g. Procon, Senacon)
  • Experience handling cases via official channels
  • Fluent in both Portuguese and English
  • Strong communication, problem-solving, and conflict resolution skills
  • Experience in a multinational, remote, or fast-paced digital environment is a plus

To excel in this role, you must be able to work independently and as part of a team, with strong analytical and problem-solving skills. You should have excellent communication and interpersonal skills, with the ability to build strong relationships with colleagues and stakeholders.

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