Customer Success Assistant Manager

At Lalamove, we believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter. Delivery is our specialty, and we always strive to make it fast and simple. Since 2013, we have been at the forefront of the logistics industry, finding innovative solutions to meet the world's delivery needs. Our goal is to make Lalamove synonymous with delivery and have a positive impact on as many local communities as possible. We have experienced tremendous growth across Asia and now aim to bring our best-in-class technology to the rest of the world.

Due to the rapid expansion of our business in Brazil and Mexico, we are seeking a Junior Manager to help us strengthen the customer services function specifically for the Latam market.

What You'll Do

• Lead and Manage Teams: Oversees frontline customer service operations to guarantee both peak efficiency and exceptional customer care.
• Data Analysis and Improvement: Generates precise reports, pinpoints root causes of issues, and establishes relevant action plans to address performance gaps, departmental KPIs, and service quality benchmarks.
• Employee Development: Fosters a productive, profitable, and achievement-driven work environment, leading to high-performing employees.
• Coaching and Performance Management: Provides effective coaching and performance management to Customer Service Team Leaders, maximizing employee success and operational efficiency.
• Collaboration and Problem-Solving: Works alongside relevant personnel, including the Customer Service Manager and other departments, to tackle staffing issues, work assignments, and any challenges that might hinder optimal L1 operations.
• Process Improvement Champion: Recommends and implements process improvements based on identified opportunities or shortcomings, ensuring high efficiency in daily customer service operations.
• Workforce Management (WFM) Support: Assists with WFM processes, including staffing adjustments based on call volume patterns.
• Process Improvement Forums: Leads dedicated forums with other departments (e.g., Reclame Aqui, Operations, Finance etc.) to spearhead process improvements across the organization.
• Interdepartmental Alignment: Conducts sessions with other departments to ensure process alignment.
• Interfaces with teams in regional offices (MX and BR).
• Take ownership of Lalamove growth in LATAM.

What We're Looking For

• Minimum of 3 years of people management experience in a Customer Service Department – Contact Center setup (preferred with experience as a Senior Team Lead or Assistant Manager).
• Experience in a logistics or start-up environment would be an advantage.
• Knowledge of call center operations (e.g. SLAs, KPIs) and best practices.
• Knowledge of customer service principles and techniques.
• Knowledge of performance management.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, etc.) and other productivity software.
• Knowledge of call center software is a plus.

Skills

• Fluent in Portuguese and English, Spanish is a plus.
• Strong leadership and management skills.
• Excellent communication and interpersonal skills (ability to communicate effectively with people at different levels).
• Problem-solving and decision-making skills.
• Capability of handling escalated customer complaints and complex service issues efficiently, coordinating with various internal departments (L2, Operations, Sales, IT and others) to ensure timely and satisfactory resolution.
• Root cause analysis, and capacibility of creating, implementing and controlling resulution plans.
• Analytical and reporting skills.
• Time management and organizational skills.
• Ability to develop, implement and review policies and procedures.