Head of Customer Experience

Há 4 dias

São Paulo, São Paulo, Brasil At Confidente Tempo inteiro

Estamos em busca de um(a)
Head of Customer Experience (CX)
para conduzir um
projeto estratégico de estruturação do setor de atendimento ao cliente
em uma empresa de e-commerce em forte crescimento no segmento de moda/lifestyle.

Essa posição é
temporária e altamente estratégica
, com foco total em organização, processos e melhoria da experiência do cliente.

  • Modelo:
    PJ
  • Duração do projeto:
    até
    2 meses (dependendo da demanda, poderá se estender).
  • Remuneração:
    entre
    R$ 8.000 e R$ 10.000

Objetivo da função:

Organizar, estruturar e elevar o nível do atendimento ao cliente, deixando processos claros, indicadores definidos e uma operação preparada para continuidade após o projeto.

Principais responsabilidades:

  • Diagnosticar o cenário atual do atendimento;
  • Estruturar fluxos de pré e pós-venda, trocas, reclamações e contenção de crises;
  • Definir processos, SLAs e boas práticas de atendimento;
  • Organizar canais de atendimento (chat, e-mail, redes sociais, plataformas);
  • Implementar KPIs e rotinas de acompanhamento;
  • Propor melhorias com foco em eficiência operacional e satisfação do cliente;
  • Atuar de forma próxima à liderança, com visão estratégica e operacional.

Requesitos:

  • Experiência sólida em
    Customer Experience, Customer Success ou Atendimento ao Cliente
    ;
  • Vivência em
    estruturação ou reestruturação de operações de atendimento
    , preferencialmente em e-commerce;
  • Perfil analítico, organizado e orientado a resultados;
  • Liderança, autonomia e comunicação clara;
  • Disponibilidade para dedicação intensa durante o período do projeto.

Diferenciais:

  • Experiência em projetos temporários ou turnaround;
  • Atuação prévia em e-commerce, moda ou varejo digital;
  • Conhecimento em ferramentas de CRM e atendimento.


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