Experience Champion

1 dia atrás

São Paulo, São Paulo, Brasil beBeeCustomer Tempo inteiro US$80.000 - US$101.000

Creating a seamless customer experience is at the core of our mission. We aim to deliver innovative solutions that make our customers' lives easier and more convenient.

About Our Vision

We're a global financial technology company that's dedicated to driving change in the way people manage their money. Since 2015, we've been working tirelessly to develop cutting-edge products that help our customers achieve their financial goals.

Our culture is built around values of empathy, ownership, and simplicity. We're proud to have been certified as a Great Place to Work, and we're looking for like-minded individuals to join us on this journey.

As a Customer Experience Manager, you'll play a crucial role in shaping the future of our business by crafting an exceptional customer experience. You'll collaborate closely with our product teams to ensure that our customers remain at the forefront of everything we do.

Main Responsibilities:

  • Work with the product team to provide visibility into customer satisfaction of assigned features and identify areas for improvement.
  • Develop, update, maintain, and enhance the central knowledge base to support customer queries.
  • Collaborate with the Research, Quality, and Complaints teams to understand the root causes behind poor customer experiences and implement effective solutions.
  • Partner with the trainer's team to create new training materials and schedule sessions as needed.
  • Consult with Product Owners to map out upcoming changes that will impact the quality of service provided to users on chat support and complaints handling.

Key Requirements:

  • Fluency in English is essential.
  • Exceptional stakeholder management skills are required.
  • A minimum of 1 year of experience in Customer Support or a related field, preferably in the financial services/banking industry.
  • Experience managing customer-facing teams in a fast-paced start-up or retail broker-dealer environment is highly valued.
  • A deep understanding of quality processes, program design, implementation, delivery methods, and processes is necessary.
  • The ability to create a compelling business case and convince stakeholders to support your initiatives is crucial.
  • Experience working with cross-functional teams across multiple time zones is desirable.
  • To be curious by nature and passionate about making a meaningful impact is essential.
  • The ability to break down complex problems into manageable tasks and utilize data-driven tools such as Excel/Google Sheets to inform your work is key.
  • Exceptional problem-solving skills are required.

Nice to Have:

  • Experience in Financial Crime is a plus.

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