CX Operations Manager

Há 3 dias

São Paulo, São Paulo, Brasil beBeeExperience Tempo inteiro US$54.000 - US$60.000
Customer Experience Leader Job Description

Tidal, a direct placement agency, helps job seekers find opportunities for real growth. We work with stable, responsible businesses experienced in remote hires and welcome international team members.

This role requires a proven customer experience leader to manage CX operations for a fast-growing DTC e-commerce brand. The candidate will take full ownership of CX performance, manage a team of offshore agents, and ensure world-class service across all customer touchpoints.

  • Manage the CX team's performance, including offshore agents and seasonal support staff.
  • Ensure timely review responses within 24 hours on platforms like Judge.me, Trustpilot, Google, and Amazon.
  • Act 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

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