Customer Experience Manager

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 Brasil. 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 Net Promoter Score, Customer Satisfaction Score and Contact Ratio. Makes profitable the team, considering cost vs benefit. Creates an actions plan with the feedback of users/partners.

Here you are going to be responsible for:

  • Reduce the contact ratio for each business unit
  • Achieve a CSAT over 90%
  • Lead projects among different stakeholders (Product, Marketing, Legal, etc…)
  • Make profitable the cost of Customer Experience team
  • 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:

  • Expertise leading projects using any efficient methodology (Scrum, Itil, among others)
  • Experience leading teams (+50 people)
  • Structured thinking and high focus on results
  • Portuguese Native & English B2 Level - Spanish (Optional)
  • Innovator soul and receptive to changes

Additional skills:

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

Perks:

  • Startup environment
  • Flexible working hours
  • Happy Hour on Friday's
  • Disccount in our products

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