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Customer Care Team Leader - Brazil

Belo

Belo

Customer Service
Remote
Posted on Mar 26, 2025
Responsibilities:
  • 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.
Must have:
  • 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.
Nice to have:
  • Knowledge of the freelance world.
  • Proficiency in English/Spanish.
  • Knowledge of SQL and Notion.
  • Customer service experience, preferably in finance and technology.
Benefits:
  • 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.
Our core values:
  • Humanity
  • Transparency
  • Non-conformity
  • Vehemence
Mission: We create simple financial products so that people can focus on what truly matters to them.
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.