Customer Experience Team Lead

Job not on LinkedIn

🔥 37 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ASAAS

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2010

💼 Consulting

🏥 Healthcare

🏨 Hospitality

Consulting • Healthcare • Hospitality

ASAAS is a leading producer of 360° virtual tours in virtual reality. The company specializes in creating customized virtual tours, utilizing advanced technologies, including 360° video, drone technology, and interactive features, to enhance business visibility and engagement. With a commitment to quality and customer satisfaction, ASAAS offers immersive experiences for various industries, including schools, hotels, museums, and healthcare facilities, and aims to elevate online presence through innovative virtual solutions.

📋 Description

• Lead and monitor the daily routine of the N1 support team, ensuring continuous team development, high performance, and alignment with Asaas guidelines • Analyze operational and quality metrics in Zendesk to identify the root causes of failures and bottlenecks • Execute the R3G results-governance cycle as part of the cell’s weekly management routine • Apply structured root-cause analysis to deviations and lead action plans with an owner, deadline, target, and closed-loop follow-up • Map contact patterns and containment opportunities, transferring repetitive transactional work to the partner area • Ensure deviations are closed-loop, tracking the results of decisions and actions taken • Audit customer interactions through Zendesk to calibrate processes and behavior and raise quality standards • Build objective action plans with owners, deadlines, and targets for deviations identified in operations • Work in partnership with CX and Product teams • Support operations in resolving and escalating complex cases, promoting analyst autonomy

🎯 Requirements

• Previous experience leading Customer Support or Customer Experience teams in dynamic, high-volume, and highly scalable environments • Proficiency in routinely reading and analyzing customer service and operational metrics (CSAT, AHT, etc.) • Analytical ability to investigate the root causes of problems • Knowledge of management methodologies applied to governance routines, including root-cause analysis (e.g., 5 Whys, Ishikawa) and action-plan management (e.g., PDCA, 5W2H) • Data-driven communication and strong cross-functional collaboration skills, with the ability to act as a strategic bridge to partner teams by translating operational deviations and friction points into objective, structured, and well-supported requests • Completed or ongoing technical or undergraduate education in a related field is a plus • Courses or training in Leadership, People Management, and CX Metrics are a plus • Experience with payment methods/FinTechs and/or Zendesk is a plus • Experience leading indicator governance using a structured methodology (COPC, R3G, or equivalent) is a plus • Eight-hour workday, Monday through Friday • CLT employment contract

🏖️ Benefits

• Medical and dental insurance with no copay • Life insurance • Medication purchase allowance • Fitness allowance • Four free therapy or nutritionist sessions per month • Quick massage at headquarters • Flexible food allowance on a Visa card • Free food at headquarters • Childcare allowance • Parental support program • Extended maternity and paternity leave • In-house training platform • Education allowance covering 70% of undergraduate and language-course tuition • Allowance for purchasing courses and books • Home office allowance • Work equipment • Furniture allowance • Partnership with WOBA for access to coworking spaces throughout Brazil • Birthday month day off • Happy hour allowance • Referral bonus for new hires • Bonus based on annual targets • Stock option plan • No dress code