Customer Service Manager

Há 7 horas

São Paulo, São Paulo, Brasil Influx. Inc Tempo inteiro

Join a global delivery team.

Ready to step up?

We're — and we're on a mission to disrupt the traditional customer experience and talent industries. Our model helps global companies build flexible, high-performing teams that deliver consistently, anywhere in the world.

We're hiring a skilled Service Delivery Manager (SDM) to oversee key client accounts, lead operational teams, and ensure our service consistently exceeds expectations. In this role, you'll own client relationships end-to-end, guide Team Leaders and agents, and make operational decisions that directly impact customer success and business growth. If you're a confident leader with proven client-facing and people management experience, this is your opportunity to make a real difference.

You'll be working across multiple industries and geographies, collaborating with senior stakeholders, and driving excellence in service delivery — all while working remotely.

Why This Role?

  • Join a company reshaping how global businesses deliver customer experience.

  • Remote-first, with exposure to international clients and teams.

  • High ownership and autonomy in managing accounts and operations.

  • Clear career growth opportunities in a scaling delivery organization.

What You'll Own

Client Onboarding & Relationship Management

  • Lead smooth onboarding for new accounts, aligning success metrics and SLAs.

  • Build strong partnerships with client stakeholders through regular business reviews (MBRs/WBRs) and structured updates.

  • Monitor account performance and proactively address risks to prevent churn.

Operational Leadership & Team Development

  • Manage and develop Team Leaders and their teams to consistently hit SLA targets.

  • Assign top talent to the right opportunities and ensure skill alignment.

  • Implement improvement plans, training, and coaching for continuous growth.

Financial & Performance Management

  • Maintain and grow account revenue and gross margins.

  • Identify and execute upsell or expansion opportunities.

  • Ensure timely, accurate invoicing and payment collection.

What You MUST Bring

All applicants must meet these requirements to be considered:

  • 3–5 years' total experience in customer service, call center, or BPO environments.

  • At least 1 year in a management role (Team Leader or above).

  • Proven client-facing experience — delivering performance reports, structured presentations, and business analysis.

  • Strong leadership, communication, and problem-solving skills.

  • Ability to multitask and thrive in fast-paced, high-pressure environments.

  • Demonstrated technical aptitude (formal certifications not required).

  • Minimum 80% proficiency in skills/aptitude assessments.

Preferred (but not required):

  • Bachelor's degree in Business Administration or related field (Associate degree accepted with strong experience).

  • Experience with technical client accounts or technology-driven environments.

About Influx

Our 24/7 on-demand support service guarantees response times and coverage, troubleshooting and solving customer problems in under one hour, every hour of the week. Headquartered in California with a global team of 1,000+ staff, we are committed to delivering exceptional customer service. Learn more at .

Job Type: Full-time

Pay: R$777,777.00 per month

Work Location: In person

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