Customer Experience Manager

Há 7 dias

São Paulo, São Paulo, Brasil beBeeOperations Tempo inteiro R$1.500 - R$2.000
Job Overview

This role is critical in ensuring exceptional customer experiences, managing operational efficiency, and optimizing support processes.

Key Responsibilities
  • Lead and manage relationships with BPO partners and SAC agencies.
  • Oversight of day-to-day customer operations to meet SLAs, volumes, and service standards.
  • Monitoring and reporting on ticketing system metrics (average tickets, resolution times, escalations, etc.).
  • Building and delivering operational reports with key performance indicators.
  • Collaboration with internal teams to continuously improve customer support processes.
  • Support for initiatives in AI-based optimization for customer support.
  • Ensuring seamless communication and issue escalation between internal teams and external partners.
Qualifications and Skills
  • At least 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).
Location and Work Environment

Based in São Paulo.

Nice to Have
  • Experience in fintech or startup environments.
  • Basic SQL skills.
Seniority Level and Employment Type
  • Mid-Senior level.
  • Full-time.
Job Function and Industry
  • Product Management and Marketing.
  • Embedded Software Products.

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