Head of Customer Success – Operations

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

📋 Description

• Oversee, cultivate, and assess team performance.

• Deliver structured feedback and maintain ongoing follow-up.

• Recognize technical and behavioral deficiencies.

• Create personalized and team development strategies.

• Nurture new leadership within the organization.

• Promote a high-performance, collaborative, and accountable culture.

• Organize and enhance internal workflows.

• Guarantee operational efficiency and scalability within the area.

• Identify bottlenecks, recommend enhancements, and track their execution.

• Produce documentation, workflows, training materials, and best practices.

• Ensure adherence to SLAs and departmental KPIs.

• Define, monitor, and analyze operational metrics.

• Maintain productivity, quality, and efficiency in customer service.

• Encourage data-driven continuous improvement initiatives.

• Manage productive capacity and strategic demand allocation.

• Collaborate closely with the team and operations.

• Step in to handle operational tasks as needed.

• Act as a model for professionalism, dedication, and execution.

• Lead through example rather than just delegation.

• Be available for the team’s daily challenges.

• Communicate results, risks, and opportunities to the executive team.

• Foresee issues before they affect operations.

• Present action plans and structured solutions.

• Drive continuous improvement initiatives and the advancement of the function.

⛳️ Requirements

• Prior experience in leading operational or Customer Success teams.

• Proven background in project management and implementing enhancements.

• Experience in constructing or reorganizing processes.

• Excellent communication and conflict resolution skills.

• Familiarity with metrics, targets, and performance evaluation.

• Hands-on approach, comfortable working both strategically and operationally.

• Ability to mentor individuals and develop high-performing teams.

• Intermediate proficiency in English (reading and writing) – assessment required.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Collaborative and inclusive work environment.

• Health and wellness programs.

• Flexible working hours and remote work options.