Customer Experience Supervisor, CS, SDR

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Performance and Quality Management: Supervise the daily operations of Customer Success (CS) and Sales Development Representative (SDR) teams, ensuring that service level agreements (SLAs) are fulfilled, service quality remains exceptional, and prospecting activities are optimized.

• Strategic Data Analysis: Track and evaluate essential metrics such as Net Promoter Score (NPS), retention rates, lead volumes, as well as connection and qualification rates, transforming data into actionable insights for ongoing enhancement.

• Leadership and Conflict Resolution: Act as the primary point of contact for critical issues and escalations, delivering outstanding technical and behavioral support to the team.

• Process Optimization: Actively seek out and identify obstacles in the customer journey, proposing and executing concrete, innovative enhancements.

• Talent Development: Foster the continuous growth of team members through structured feedback, personalized performance coaching, and targeted technical training programs.

• Strategic Alignment: Develop and assess operational playbooks in partnership with Sales and Marketing, ensuring cohesive alignment across acquisition, conversion, and retention strategies, while maintaining a comprehensive perspective of the sales funnel.

⛳️ Requirements

• Demonstrated experience in Customer Success, SDR, or Sales roles.

• Capability to manage several priorities and projects concurrently.

• Proficiency with CRM systems (e.g., HubSpot, Salesforce, or similar platforms).

• Analytical abilities to interpret metrics, pinpoint discrepancies, and make informed, data-driven decisions.

• Exceptional written and verbal communication skills in Portuguese.

• Advanced proficiency in English, as our clients and partners are international.

• Background in high-value service firms or consulting environments.

• Experience in implementing or updating operational playbooks.

🏝️ Benefits

• Access to a Corporate University.