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CX Manager - Latam

1 day, 18 hours ago
Brazil
Full-time
Senior
Customer Success
Customer and Technical Support
CRM HubSpot Power BI Salesforce Tableau
Apply Now
Wellhub

Wellhub

Wellhub: An Upstream OS for data-driven decisions, optimizing production, reducing costs, and minimizing downtime in the Oil & Gas industry.

Gas Utilities
1-10
Founded 2016
View All Jobs 62

Description

  • Optimize CX processes to reduce response times and improve service quality across LATAM operations.
  • Track, analyze, and report on customer service metrics such as CSAT, Productivity, Full Resolution Time, and FCR.
  • Lead a team of CX specialists through hiring, training, coaching, and performance management.
  • Build and maintain a quality assurance program for customer interactions.
  • Partner with Product, Customer Success, Process Improvement, and WFM teams to align CX initiatives and customer feedback.
  • Provide regular performance updates and operational insights to leadership and cross-functional stakeholders.
  • Continuously evaluate workflows and implement improvements to enhance operational excellence.
  • Foster a customer-centric team culture focused on growth, accountability, and wellbeing.

Requirements

  • Prior experience in customer support and a leadership position is mandatory.
  • Previous experience in CX, Customer Support, or Operations.
  • Experience in people management.
  • Strong understanding of customer support metrics and continuous improvement principles.
  • Proficiency in English is mandatory.
  • Advanced Spanish is highly desirable.
  • Proficient in data analysis and familiar with reporting tools such as Power BI, Tableau, or Zendesk Explore.
  • Familiarity with CRM and CX platforms such as Zendesk, Salesforce, or HubSpot.
  • Experience working in fast-paced, high-growth tech or SaaS environments.
  • Strong written and verbal communication skills for cross-functional collaboration and stakeholder presentations.

Benefits

  • Free Wellhub Gold+ membership with access to gyms, studios, digital fitness programs, and wellness resources.
  • Ability to add up to three family members to the wellness plan.
  • Wellz emotional wellbeing program with 52 therapy sessions per year and on-demand content.
  • Health, dental, and life insurance.
  • Flexible First hybrid and remote work options, with home office reimbursement.
  • Paid time off including vacation after 6 months, 3 extra days off per year, additional days based on tenure, and a birthday holiday.
  • 100% paid parental leave, including extended leave and a ramp-back period for parents giving birth.
  • Career growth support including development platforms, learning sessions, and an internal opportunities path.

Interested in this position?

Apply directly on the company website

Apply Now

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