Customer Care Professional delivering high - quality service through inbound calls, assisting with account and service inquiries. Focusing on positive customer experiences and tailored solutions.
About the role
- Coordenador de Customer Experience na Binario.cloud liderando e estruturando a área de CX. Focado em melhorar a experiência do cliente e a integração entre as áreas.
Responsibilities
- Build and lead the Customer Experience (CX) function
- Ensure the customer journey is well organized
- Improve satisfaction metrics
- Strengthen cross-functional integration
- Map and evolve the customer journey
- Define and implement clear operating workflows
- Establish governance for process changes across departments
- Ensure structured communication when changes affect customers
- Standardize playbooks and team rituals
- Act as a bridge between Sales, Projects, Operations and Finance
- Lead internal awareness campaigns on customer processes
- Establish tiered segmentation and a service model
- Monitor KPIs such as Churn, Health Score, NPS/CSAT, Adoption, Engagement and Onboarding time
- Ensure accuracy and integrity of customer data
- Generate actionable insights for internal teams
- Participate in strategic meetings with customers
- Support retention and expansion efforts when needed
- Develop a visit plan prioritizing critical (Tier 1) customers.
Requirements
- Based in São Paulo (city) with availability for a hybrid work model
- Experience in Customer Success, Customer Experience or B2B Account Management
- Hands-on experience organizing customer processes or operations
- Experience working with customer metrics/KPIs
- Ability to lead small teams
- Hands-on and results-oriented
- Strong communication skills and ability to influence cross-functionally
Benefits
- Respect and diversity as core elements of the organizational culture
- Career growth opportunities
- Inter-company exchange opportunities within the group
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Order Management Coordinator facilitating customer orders in a pharmaceutical setting. Ensuring seamless order processing and exceptional customer experience.
Customer Experience Program Coordinator supporting hotel onboarding and CX platform usage. Providing system support and training while ensuring outstanding internal customer service.
Chargé de Relation Client à distance pour Kisio Services et Consulting, promouvant l’image des clients et fidélisant la clientèle par des interactions de qualité.
Customer Experience Specialist at TreviPay delivering exceptional service to clients and merchants. First point of contact for inquiries and challenges, ensuring positive customer experience.
Supervising Extended Hours Service operations for Erie Insurance handling claims inquiries. Managing personnel and ensuring efficient service delivery in customer support roles.
Customer Support Representative helping customers with inquiries and feedback in the fintech industry. Providing support through phone, email, and live chat, ensuring customer satisfaction.
Customer Service Consultant providing a link between online and in - store experiences at CarMax. Support customers in their car buying journey through inbound inquiries and sales leads.
Customer Service Consultant providing support to customers in their car buying journey at CarMax. Guiding customers through online and in - store purchasing processes while achieving sales targets.
Customer Service Consultant at CarMax connecting customers to their car purchase needs online and in - store. Providing seamless support throughout the car buying journey in a fast - paced environment.