Intake Specialist handling client calls and managing correspondence. Organizing files and information for administrative support in a hybrid role.
About the role
- Customer Experience Lead managing the entire customer journey for B2B and B2C at a payment institution. Leading support teams and ensuring efficient customer experience through structured processes.
Responsibilities
- Lead and develop the team responsible for B2B and B2C customer support;
- Design and implement processes and routines for Customer Support and Customer Success;
- Define and monitor area performance metrics such as response time, ticket resolution, and customer satisfaction;
- Ensure quality, speed, and consistency in customer service delivery;
- Identify opportunities for automation and improvements in support processes;
- Manage the onboarding process for new customers and partners;
- Ensure customers have a clear and structured experience during integration with the company’s products;
- Coordinate interactions between customers and internal teams during implementation or service activation;
- Monitor customers’ onboarding progress, reducing friction and activation time;
- Track the customer journey after activation to ensure proper adoption of services;
- Identify risks of dissatisfaction or churn and act proactively to resolve issues;
- Monitor customer success indicators and propose improvements in customer relationships;
- Support strategic customers in resolving more complex requests;
- Analyze the customer experience at different touchpoints throughout the company;
- Identify operational bottlenecks and propose improvements to processes and communication;
- Establish mechanisms to collect customer feedback;
- Work collaboratively with internal teams to continuously improve the user experience;
- Serve as a bridge between customers and internal areas such as Product, Technology, Compliance, Risk, and Operations;
- Share structured customer feedback with the responsible teams;
- Contribute to improvements in products, processes, and operational flows;
- Other routine duties of the area.
Requirements
- Previous experience in Customer Success, Customer Support, or Customer Experience;
- Experience managing customer support or customer relationship teams;
- Experience with CRM systems, support platforms, or ticketing tools;
- Experience with customer experience metrics such as NPS or CSAT;
- Bachelor’s degree completed.
Benefits
- Flexible benefits not limited to groceries and restaurants — can be used on delivery apps, mobility services, cultural activities, and at any merchant that accepts Visa.
- Totalpass — support for your physical well-being.
- Birthday day off.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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