Strategic Client Liaison

1 semana atrás

São Paulo, São Paulo, Brasil beBeeBusiness Tempo inteiro US$45.000 - US$65.000

About this role

We're seeking a skilled professional to manage and execute client operational requests, onboard and maintain relationships with new clients, and support Fleet Partners and Drivers on all things High Capacity Vehicles (HCV).

Key Responsibilities:

  • Manage and execute client operational requests to provide the best-in-class experience to customers.
  • Onboard and maintain relationships with new clients, providing support for trip and back-office related queries.
  • Live Monitoring and pre-trip checks. Resolve issues for drivers and ensure daily HCV operations run smoothly.
  • Work closely with the HCV Operations Team on launching and communicating new product features.
  • Support Ops in hitting key KPIs, as well as reporting key KPIs.
  • Incident tracking, diagnosis, reporting, as well as supporting improvement projects with internal stakeholders.
  • Lead product and support insights gathering from different channels and action them.
  • Design new support processes and improve existing ones based on customer experience and feedback, and KPI performance.

Basic Qualifications:

  • B2+ English proficiency - to hold meetings and conversations with stakeholders in English.
  • 1+ years of customer support, sales, or account management experience providing email, phone, and/or chat support.
  • Ownership mindset - Appropriately raises client issues for timely and full resolution and effectively keeps the client informed of the resolution status until the issue is fully closed.
  • Proficient with deep-diving into data, analytics, and reporting of KPIs to internal stakeholders.
  • Passion for helping others and creating support experiences that exceed user expectations - Client administrators represent top-tier global firms and have savvy knowledge of B2B standards and high expectations.
  • Comfort with change and ambiguity - administrators of our premium clients will present new and previously unexplored questions based on their individual B2B needs. We will adapt our responses as new policies are defined and priorities change to enable.
  • Bonus points if you have additional languages (not mandatory).

Preferred Qualifications:

  • High Capacity Vehicles (Shuttle) experience.
  • 2+ years of customer support experience, B2B, sales, case management, or client management environment.

We value collaboration and speed at work. Here's how we see the role contributing:

We expect employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to relevant contacts.

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