Customer Care Team Leader - Brazil
Belo
Customer Service
Remote
Posted on Mar 26, 2025
Responsibilities:
Vision: To give people worldwide access to the best and simplest financial services, with the goal of creating and preserving value for both current and future generations.
- Build the Customer Care area in Brazil from scratch.
- Capacity to build a mid-term team to ensure sustainable growth.
- Lead and coordinate the customer support team, ensuring timely and empathetic responses to users.
- Monitor performance indicators and metrics (response times, customer satisfaction, quality of interactions) to drive improvements and correct any deviations.
- Monitor and manage Reclame Aqui to track customer feedback and reputation.
- Identify blind spots, uncover improvement opportunities, and collaborate with all departments for a successful implementation
- Promote continuous improvement, fostering a culture of constructive feedback and collaboration with other teams to optimize processes and help articles.
- Lead and oversee key Customer Care processes, ensuring efficiency and alignment with company goals
- Oversee and guide the investigation of complex claims, following up with providers and/or internal teams to ensure effective resolutions.
- Train and motivate the team, identifying training needs and designing professional development plans.
- Escalate and report critical errors to the relevant areas, proposing solutions based on feedback from both the team and users.
- Ensure consistency in the application of company procedures, best practices, and policies, maintaining clear communication among team members.
- Highly empathetic and can easily put yourself in customers’ shoes to understand their perspectives.
- Natural leader, skilled at inspiring and guiding a team toward common goals.
- Excellent communicator, curious by nature, and love asking questions to deeply understand problems.
- Speak Portuguese/English, fluently and aren’t afraid to sprinkle in some meme references when appropriate.
- Thrive on collaboration, enjoy suggesting solutions, and offer constructive feedback to improve ideas.
- Super analytical. You know how to analyze feedback, spot patterns, and propose product or process enhancements based on insights.
- Strong computer skills, including Google Suite knowledge.
- Eager learner.
- Understand the nuances of fintech & crypto in order to better understand the user need.
- Organized and detail-oriented, able to juggle multiple tasks in a fast-paced environment.
- Knowledge of the freelance world.
- Proficiency in English/Spanish.
- Knowledge of SQL and Notion.
- Customer service experience, preferably in finance and technology.
- Work in a disruptive tech startup aiming to expand globally and enable people to live on crypto every day.
- Collaborate with a diverse, multicultural, and open-minded team.
- Competitive compensation in crypto.
- Remote-first.
- Humanity
- Transparency
- Non-conformity
- Vehemence
Vision: To give people worldwide access to the best and simplest financial services, with the goal of creating and preserving value for both current and future generations.