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Operations Manager – Customer Experience

2 semanas atrás

Vitória, Espírito Santo, Brasil beBeeCustomerService Tempo inteiro R$60.000 - R$80.000

Job Summary

We are seeking a Customer Service Operations Manager to lead our team in delivering exceptional customer experiences. The ideal candidate will have strong leadership skills, excellent analytical mindset, and experience in managing high-visibility complaint channels.

Key Responsibilities
  • Manage day-to-day operations of the customer service team, ensuring adherence to key performance metrics and collaborating with internal teams to align customer experience strategies.
  • Oversee end-to-end complaint handling process, drive root cause analysis, and implement corrective actions to prevent recurrence.
  • Monitor and report on complaint trends, escalation volume, and outcomes, providing insights to leadership.
  • Partner with risk management, legal, and safety teams to identify and mitigate risks stemming from user-generated content and customer claims.

Qualifications

  • English proficiency is required;
  • Bachelor's degree in business, communications, or a related field;
  • 4+ years of experience in customer service management, preferably in business process outsourcing or e-commerce environments;
  • Experience managing Reclame Aqui and other high-visibility complaint channels;
  • Strong understanding of consumer rights, compliance standards, and content-related business risks;
  • Excellent leadership, negotiation, and conflict-resolution skills;
  • Strong analytical mindset with experience in creating actionable insights from complaint and risk data;