About your job:

Our team is the heart and thermometer of Grow, we feel what the users feel. We have the responsibility to ensure the best customer experience, leading projects with transversal impact. You’ll be responsible for users, the wallet and partners. Assure the best performance of the Experience Center located in México. Maintain excellent service level for all contact channels. Align efficient processes with teams and departments (Customer-centric - 360 View). Guarantee a good team environment with incentives and high performers. Replicate best practices and learnings from countries. Focuses on KPIs as Customer Satisfaction Score, Resolution time, Team happiness and Service Level. 

Here you are going to be responsible for:

  • Achieve a CSAT over 90%
  • Improve the resolution time for processes with high time to solve
  • Create a wonderful environment for the CX team, developing and hearing people

Our requirements for this position are:

  • Experience leading teams
  • Structured thinking and high focus on results
  • Spanish Native & English Basic - Portuguese (Optional)
  • Innovator soul and receptive to changes

Additional skills:

  • Excel (Medium)
  • Powerpoint (Basic)
  • CRM (Advanced)
  • Zendesk(Medium)
  • SQL (Optional)

Perks:

  • Startup environment 
  • Flexible working hours

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