Senior Customer Success Manager
2 semanas atrás
About this role
We are seeking a Customer Success Strategist to join our team. As a key member of our Customer Success team, you will play a pivotal role in driving customer satisfaction and operational efficiency.
This role will support our Customer Success team in resolving out-of-happy-path issues, producing operational reports, and driving process improvements.
Main Responsibilities:
- Build KPI reports for customer service channels, present results, and recommend enhancements.
- Develop and implement operational and strategic enhancements (e.g., improving self-service bot quality).
- Coordinate day-to-day customer service operations with third-party partners.
- Resolve exceptional cases faced by customers.
- Execute key operational processes essential to the business.
Required skills and qualifications:
- Bachelor's degree in Business Administration or related fields.
- Demonstrate strong analytical thinking through excellent written and oral communication skills.
- Experience in Customer Service planning / optimization.
- Strong proficiency in both English and Portuguese (spoken and written).
- Strong proficiency in Microsoft Excel; Basic knowledge of SQL (or willingness to learn).
About us
We live our values by listening to our customers, challenging assumptions, thinking big, setting high expectations, and hiring and developing the best. Through our values and commitment to making an awesome place to work, we maintain an environment of inclusion and culture where employees can thrive.
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