Customer Experience Director

Há 3 dias

São Paulo, São Paulo, Brasil beBeeExperiance Tempo inteiro US$24.000 - US$36.000
About This Role:

We are seeking a seasoned Customer Experience leader to oversee CX operations for our fast-growing e-commerce brand. In this role, you will take full ownership of CX performance, manage a team of offshore agents, and ensure exceptional service delivery across all customer touchpoints.

Key Responsibilities:
  • Take full ownership of the CX team performance, manage offshore agents, and seasonal support staff.
  • Maintain a 4.5+ weekly CSAT score across email, chat, and social channels.
  • Ensure timely review responses within 24 hours on platforms like Judge.me, Trustpilot, Google, and Amazon.
  • Serve as an escalation point for complex customer issues.
  • Oversee product returns and provide monthly insights.
  • Monitor fraud and chargebacks, and improve internal processes to reduce exposure.
  • Track engraving operations and monitor SLA compliance, highlighting exceptional stories for marketing.
  • Keep fulfillment timelines on track, audit shipping costs, and collaborate with Ops to keep customers informed.
Requirements:
  • 3-5 years of freelancing experience
  • Strong written and verbal English communication skills (C1/C2 level)
  • 3-5+ years of CX leadership experience, ideally in DTC e-commerce
  • Proven track record of improving CX support metrics (CSAT/C-STAT, FRT, etc.)
  • Experience managing offshore or remote teams
  • Strong analytical and organizational skills, with a proactive approach to reporting
  • Fluent English communication, both written and verbal
  • Ability to work full U.S. hours (LATAM-based candidates preferred)
Benefits:

This is a fantastic opportunity to join our team and contribute to delivering world-class customer experiences. As a key member of our CX team, you will have the chance to grow professionally, develop new skills, and make a real impact on our business.

What We Offer:

Our company offers a dynamic work environment, competitive compensation packages, and opportunities for career growth and development. If you are passionate about delivering exceptional customer experiences and leading high-performing teams, we encourage you to apply for this exciting opportunity.

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