Customer Success Coordinator

Company Overview

If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.

We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).

To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world's leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.

Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.

#LI-Hybrid

Team Overview

We are a fast-paced team focused on making every partner feel supported, guided, and empowered from day one. This role is critical to ensure that our partners have a positive experience during their first steps with us and continue to see value through meaningful touchpoints, support on improving their pages, and increased visibility and orders on the platform. You'll be part of a cross-functional and data-driven team that believes in building strong foundations and long-term relationships with our partners through structured onboarding, scalable processes, and high-quality interactions.

Role Responsibilities

• A team leader, guiding and developing a group of After Sales Analysts with clear goals and structured feedback
• The owner of your vertical's performance and strategic KPIs, including activation rate, orders tracking, page quality, and partner satisfaction
• An analytical thinker who challenges the status quo and continuously improves internal processes and partner experience
• Obsessed with customer outcomes and feedback, always looking for ways to turn insights into action
• A builder of scalable, repeatable, and measurable solutions that can be deployed across markets
• Responsible for managing performance, productivity and SLA of onboarding activities and quality items 
• Accountable for implementing playbooks, improving partner surveys, and ensuring full data and content accuracy on our platform

Role Qualifications

• Outstanding team leadership and people management skills, with experience in coaching, performance review, and career development
• Strong adaptability in high-growth and ever-changing environments
• High level of ownership and resilience when dealing with operational challenges and ambiguous situations
• Excellent communication skills and a customer-first mindset
• Solid analytical skills with experience using data to drive insights and decision-making
• At least 3+ years of experience in a coordination/leadership role in After Sales, Customer Success or Account Management
• A proven track record in managing KPIs and delivering measurable impact 
• Experience with CRM tools (Salesforce, Hubspot, Zendesk) and automation platforms
• Strong collaboration skills and a proactive attitude when engaging with cross-functional stakeholders
• Fluency in Portuguese and intermediate to advanced English
• (Bonus) Experience working in tech companies, marketplaces or B2B2C environments

EEO Statement

• We create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
• We are data-driven – We are strong believers in making informed decisions, that's why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
• We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
• We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

Diversity & Inclusion

Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today.

We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.

This is our ongoing journey, with much more still to come.

  We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).   I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on

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