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Customer Care Team Lead

2 meses atrás

São Paulo, São Paulo, Brasil The Knot Worldwide Tempo inteiro
{"title": "Customer Care Team Lead", "description": "About the Role

We are seeking a dynamic and experienced Customer Care Team Lead to join our Sales LATAM team, focusing on the South LATAM market.

Responsibilities
  • Oversee the daily management of a B2B customer service team within the commercial department.
  • Drive team productivity and ensure key performance indicators (KPIs) are met.
  • Provide support and guidance to team members on day-to-day issues and quickly address operational queries.
  • Coach team members by monitoring call performance, providing personalized feedback, and creating development plans to support succession planning within the team.
  • Foster a results-oriented team culture by suggesting ongoing team incentives, organizing contests, and leading social initiatives.
  • Manage B2B clients by providing post-sales support, enhancing client retention, offering quality personalized attention, and handling customer retention strategies.
  • Respond to client inquiries via phone and email, delivering excellent service.
  • Oversee additional products purchased by clients and manage their satisfaction.
  • Collaborate with other departments to resolve customer-related issues efficiently.
Requirements
  • You live in Greater Sao Paulo.
  • You have at least 4 years of experience in customer service, with at least 1 year of team management experience (preferably with B2B clients).
  • Excellent communication skills.
  • Strong organizational, detail-oriented, and problem-solving abilities.
  • Ability to work effectively in multicultural, structured, and dynamic environments.
  • Advanced English proficiency, with fluency in Portuguese and at least intermediate Spanish.
About Us

We believe in doing work that matters. At The Knot Worldwide, we provide best-in-class products, services, and content to take celebration planning from inspiration to action.

We are one of the most trusted global wedding vendor marketplaces, with top-ranked mobile apps, premier features, and a go-to magazine on the newsstand.

We are looking for talented individuals who share our passion for making a difference.

", "lang_code": "en"}