Head of Customer Experience

2 semanas atrás

São Paulo, São Paulo, Brasil Tidal Tempo inteiro US$100.000 - US$120.000 por ano
Job Title: Head of Customer Experience Contractor Fee: $2,500-$3,000/month (USD) Work Arrangement: Remote Engagement Type: Independent Contractor Commitment: Full-time (Approx. 40 hours/week) Company Overview:

Tidal is a Direct Placement Agency that helps job seekers find job opportunities for real growth. We work with stable, responsible businesses experienced in remote hires and are excited to welcome international team members. Tidal is owned and operated by consumer brand owners and operators. We have offshore team-building experience and aim to help businesses leverage global talent.

About This Role:

We're hiring a proven Customer Experience leader to manage the CX operations for a fast-growing DTC e-commerce brand. In this role, you will take full ownership of CX performance, manage a team of offshore agents, and ensure world-class service is delivered across all customer touchpoints.

Key Responsibilities:
  • Take full ownership of the CX team performance, manage offshore agents, and seasonal support staff.
  • Maintain a 4.5+ weekly CSAT score across email, chat, and social channels.
  • Ensure timely review responses within 24 hours on platforms like , Trustpilot, Google, and Amazon.
  • Serve as an escalation point for complex customer issues.
  • Oversee product returns and provide monthly insights.
  • Monitor fraud and chargebacks, and improve internal processes to reduce exposure.
  • Track engraving operations and monitor SLA compliance, highlighting exceptional stories for marketing.
  • Keep fulfillment timelines on track, audit shipping costs, and collaborate with Ops to keep customers informed.
Software/Platforms/Tools:
  • CX Platform: Gorgias
  • Reviews: , Trustpilot, Amazon, Google
  • E-commerce Platform: Shopify
  • Comms: Slack, Google Workspace
Qualifications:
  • 3-5 years of freelancing experience
  • Strong written and verbal English communication skills (C1/C2 level)
  • 3-5+ years of CX leadership experience, ideally in DTC e-commerce
  • Proven track record of improving CX support metrics (CSAT/C-STAT, FRT, etc.)
  • Experience managing offshore or remote teams
  • Strong analytical and organizational skills, with a proactive approach to reporting
  • Fluent English communication, both written and verbal
  • Ability to work full U.S. hours (LATAM-based candidates preferred)
Shift Schedule:
  • Monday to Friday, 9:00 AM to 5:00 PM US PST

  • Head of Customer Experience

    3 semanas atrás

    São Paulo, São Paulo, Brasil Tidal Tempo inteiro

    Job Title: Head of Customer Experience Contractor Fee: $2,500-$3,000/month (USD) Work Arrangement: Remote Engagement Type: Independent Contractor Commitment: Full-time (Approx. 40 hours/week) Company Overview: Tidal is a Direct Placement Agency that helps job seekers find job opportunities for real growth. We work with stable, responsible businesses...

  • Head De Customer Experience

    2 semanas atrás

    São Paulo, São Paulo, Brasil buscojobs Brasil Tempo inteiro

    Head of OperationsWhat you are going to do:Directly manage LX operational teams, starting with Customer Support, with Teaching to be added laterDesign and implement efficient operational processes and structures to ensure stable performance in the region.Set up, monitor, and improve KPIs as well as motivational frameworks for Team Leaders and their teams to...

  • Head of Customer Services

    3 semanas atrás

    São Paulo, São Paulo, Brasil Siemens Tempo inteiro

    At Siemens we have some of the smartest minds working across the world, re-imagining the future and doing extraordinary things.**Mission of the Function**:Ensure market development, customer satisfaction and growth with achievement of annual sales targets while leading the building blocks for future customer service organization with effective change...

  • Head of Customer Experience

    2 semanas atrás

    São Paulo, São Paulo, Brasil beBeeSupport Tempo inteiro R$53.000 - R$80.612

    Customer Support Team LeadWe're on a mission to make money without borders the new normal. You can be part of that mission by leading our customer support team in São Paulo, defining its culture and helping it grow.The ideal candidate is passionate about delivering an exceptional customer experience, creating opportunities for their team members, and...

  • Head of SMB Vendor Sales, Cloud

    3 semanas atrás

    São Paulo, São Paulo, Brasil Google Tempo inteiro

    Head of SMB Vendor Sales, Google Cloud (English, Portuguese) Join to apply for the Head of SMB Vendor Sales, Google Cloud (English, Portuguese) role at Google Head of SMB Vendor Sales, Google Cloud (English, Portuguese) Join to apply for the Head of SMB Vendor Sales, Google Cloud (English, Portuguese) role at Google Please submit your resume in English -...

  • Head of Technology

    Há 4 dias

    São Paulo, São Paulo, Brasil Ascential Tempo inteiro

    We're looking for a Head of Technology responsible for manage and develop technology strategies, road maps development and technology team management.The professional will lead and develop our team of committed developers, devops, testers and sys admins to deliver our technology roadmap, maintain and support our digital commerce platform to our customers and...

  • Customer Experience Manager

    3 semanas atrás

    São Paulo, São Paulo, Brasil Factorial Tempo inteiro

    HelloAt Factorial we're looking for a **Customer Experience Manager - Brazilian Market **to help us take the company to the next level.We want to develop the extremely talented people in our team, scale the company culture and evangelize our views on how Human Resources can make a difference for organizations all over the world.**About us**Factorial's an HR...

  • Head de Customer Experience

    3 semanas atrás

    São Paulo, São Paulo, Brasil OEmprego Tempo inteiro

    Criar políticas e procedimentos que otimizem a experiência do cliente;Fornecer suporte técnico e de produto;Criar metodologia de melhoria do produto baseado em dados quantitativos;Apoiar o time de canais;Realizar treinamentos;Realizar atendimento de API e Integrador;Preparar os consumidores para uso dos produtos ou serviços de maneira mais...

  • Head of Sales

    4 semanas atrás

    São Paulo, São Paulo, Brasil TikTok Tempo inteiro

    ResponsibilitiesByteDance is a global incubator of platforms at the cutting edge of commerce, content, entertainment, and enterprise services - over 2.5 billion people interact with ByteDance products, including TikTokWhy Join UsCreation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that...

  • Director of Customer Experience

    2 semanas atrás

    São Paulo, São Paulo, Brasil beBeeCustomerEngagement Tempo inteiro R$120.000 - R$150.000

    Job DescriptionWe are seeking a seasoned leader to oversee the development and implementation of strategies that drive customer engagement. The ideal candidate will possess excellent analytical skills, strong communication abilities, and the capacity to collaborate effectively with cross-functional teams.Key Responsibilities:Centralize and analyze all data...