Customer Experience Champion

1 dia atrás

São Paulo, São Paulo, Brasil beBeeOperations Tempo inteiro R$1.500 - R$2.000
Customer Operations Manager Job Description

This role will be key in ensuring an exceptional customer experience, managing operational excellence, and optimizing support processes.

About the Role

We are seeking a highly skilled Customer Operations Manager to join our team. In this position, you will play a central role in managing our BPO partners, overseeing operational metrics, and driving efficiency in service delivery.

  • Manage relationships with BPO partners and SAC agencies.
  • Oversee day-to-day customer operations, ensuring SLAs, volumes, and service standards are met.
  • Monitor and report on ticketing system metrics (average tickets, resolution times, escalations, etc.).
  • Build and deliver operational reports with key performance indicators.
  • Collaborate with internal teams to continuously improve customer support processes.
  • Support initiatives in AI-based optimization for customer support.
  • Ensure seamless communication and issue escalation between internal teams and external partners.
Requirements

To be successful in this role, you will need:

  • 5+ years of experience in customer experience and operations.
  • Proven experience managing BPO relationships and SAC agencies.
  • Strong background in reporting: SLAs, ticket volumes, operational metrics.
  • Hands-on experience with ticketing systems like Zoho and measurement reports.
  • Excellent problem-solving, communication, and stakeholder management skills.
  • Intermediate English (Spanish is a plus).
Benefits

This is a full-time, mid-senior level position based in São Paulo. We offer a dynamic work environment and opportunities for professional growth and development.

Industries

Embedded Software Products

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