Empresa: edrone
Descrição da vaga: Job DescriptionAt edrone, we’re seeking a Customer Support Team Leader to lead our efforts in ensuring customer satisfaction and assistance in the shortest possible time. If you have experience in building long-term relationships with customers, are skilled in multi-channel communication, passionate about providing solutions that inspire and empower, and have a record in people management, then this position is for you.🔎Our product:We are an AI-based e-CRM dedicated to e-Commerce companies to comprehensively support their operations and build relationships with their customers. We believe that the future belongs to technology companies, not commerce companies. We continuously deliver breakthrough technologies, used by giants, to companies of all sizes.We provide advanced Marketing Automation solutions, based on our algorithms, that are easy to install (Plug’n’Play). Our goal is to help you understand customer behavior (Customer Intelligence) and engage them (Marketing Automation) with a comprehensive e-commerce marketing cloud.Sounds interesting? Keep reading!What we can offer you:
- Joining a fantastic team, full of passion for building customer relationships and tools to support your development in this field
- Work with large e-commerce companies from Brazil
- Flat organizational structure, high decision-making and real impact on how the company you work for looks like – your opinion is important to us!
- Working in our office in São José dos Campos-SP in a hybrid work model (2-3 times a week onsite)
- Competitive salary as CLT contract (R$4,8k – R$7K)
🌟 Come grow with us! Check out the amazing benefits we offer:💙 Health and Dental Plan – Porto
- No copayment for you! A monthly cost of just 10% of the life value (based on your age group).
- Dependents? You can include children and spouses 💕
🍽 Top-notch meal allowance of R$ 700.00 on the Swile card!💳 Transportation covered on the Swile card – with no payroll deductions!💪 Stay well with:
- TotalPass: Easy access to physical activities and wellness programs. 🏋️
- SESC: Leisure, culture, and fun across Brazil! 🏖
- Telavita: Exclusive mental health support. 🧠💆
🎉 Perks that make a difference:
- MetLife life insurance – because your safety matters.
- Birthday gift – after all, you deserve to be celebrated! 🎁🎂
- English course: Starting in your second month, we help you reach new heights! 🌍✈️
👀 Sounds good? Join a startup that values your well-being and professional growth. 🚀🚀What your typical day will look like:
- Ensuring high customer satisfaction through all channels, offering a clear, humanized and objective service
- Managing a team of 4-7 members, providing professional leadership and support to each team member
- Maintaining target metrics for support quality, such as first response time, average response time, and CSAT (Customer Satisfaction) score
- Continuous optimization of departmental work, implementing new processes, and regularly updating existing processes and instructions
- Proactively seeking new solutions and process improvements
- Collecting feedback from customers and taking actions based on it
- Manage clients experience into the system, continuously optimizing materials and processes.
- Maintain a low churn rate among clients in the department and ensure a positive Net Dollar Retention (NDR)
- Continuously optimize departmental work, implementing new processes, and regularly updating existing ones.
- Proactively seek new solutions and process improvements
- Collect feedback from customers, take actions based on it, and gather demand for new functionalities.
- Collaborating with other teams from edrone to ensure high-quality on department
- Build relationships with leaders from Poland and Brazil
- Reporting to the Team Manager on actions taken within the team and collaboration with employees.
- Searching for external references on customer support, filtering the best practices and applying them in our work routine.
- Set clear goals for the department, plan their achievement, and ensure continuous progress towards those goals.
🔍This role will be perfect for you if:
- Advanced english language proficiency at minimum B2 level (spoken and written)
- You have experience and enjoy working with customers and building relationships with them is your second nature🌿
- You live in São José dos Campos or the surrounding area.
- You’re not afraid of new challenges, and your energy and proactive attitude make no task scary for you!
- There’s a lot going on in our company, so if you work well under time pressure while remaining calm and efficient, we’ll definitely get along!
- You are able to act independently and are not afraid to take responsibility for your actions – ownership is the key to success for us!
- Continuous development and qualification are an integral part of your life – we want you to be able to grow with us every day!
- Your strengths include knowledge of marketing basics or an interest in eCommerce, and the world of trends and innovation is a natural fit for you 🦾
🎯We additionally appreciate if:
- You have previous experience in eCommerce or marketing – if you don’t have it, nothing lost!
- Previous experience in Customer Care area as Team Leader
- You have previous experience with B2B customers
📝 What the recruitment process looks like:
- A 30-minute screening call with the People & Culture Partner – Giovanna Dias.
- A Role Play Interview with the Hiring Manager – Ana Luiza Zaroni.
- A conversation with our Head of Custumer Support – Wioleta Jednaka-Gracz.
- The decision regarding the offer ⭐
Regardless of the outcome at each stage, you will always receive feedback on your application.Pomagamy rozwijać e-commerce, inteligentnie wykorzystując najnowocześniejsze technologie i techniki, co potwierdza zadowolenie tysięcy klientów na całym świecie.
Localização: São José dos Campos – SP
