Head Of Customer Experience At Loja Integrada
Vtex
São Paulo, São Paulo, Brazil
há 3 dias
source : JobLeads

Head Of Customer Experience At Loja Integrada

Head Of Customer Experience At Loja Integrada

ABOUT USVTEX is the only multitenant commerce platform capable of unifying experiences in all sales channels. With a robust solution, scalable cloud infrastructure and powerful tooling, our platform accelerates the transformation of complex operations.

More than 2900 renowned companies of varying sizes and segments, with operations in 42 countries and in global expansion, have at VTEX the solution for the online sale of their products, among them major names such as Sony, Motorola, Walmart, Whirlpool, Coca-Cola, Stanley Black & Decker, and Nestlé.

OUR CULTURETRUST TO BE TRUSTED : We believe with eyes closed and delegate responsibilities. To be trustworthy you need honesty, transparency and consistency in quality and performance.

This is the great pillar of all relationships that involve VTEX within and outside the company. We’re trust-first.BUILD FOR COMMUNITY : It’s all about being ready to grow and reach new levels with others.

Have a clear purpose, collective thinking and a flexible essence, and you’re building for community. We are global but we’re audacious enough to aim for the stars.

BE BOLD : Boldness is about challenging the status quo and not being afraid to make mistakes or take risks. We test new alternatives, walk into the unknown and explore possibilities no one thought about.

To be bold is to apologize instead of asking for permission.ABOUT THE TEAM AND THE OPPORTUNITYOur Customer Experience team is the main interface between LOJA INTEGRADA and its customers.

We are looking for a quick learner who likes technology and E-commerce, wants to master the different scenarios of the LOJA INTEGRADA platform, can develop creative solutions to our customers' challenges and is always engaged in improving the customer-company relationship.

JOB TO BE DONEThe Chief Operation Officer (COO) is in charge of helping our customers reach their true sales potential while maximizing the customer's lifetime value for LOJA INTEGRADA and reduce churn rate.

He / she ensures our customers are engaged with us, loyal to our brand and promoters of our products. He / she will lead the Customer Care and Support team who are the main point of contact between our customer and LOJA INTEGRADA, setting up the main KPIs of this area, improve the area process focus in scalability, as LOJA INTEGRADA is a low touch e-commerce platform.

Additionally, he / she will lead the Customer Success team, who are responsible to support and help top #500 clients with higher GMV in identification of opportunities and in the execution of their growth plan.IN THIS ROLE, YOU WILL

Lead Care and Support team : N1, N2 and N3

Lead, Hire and Develop our Customer Success Managers team

Set the main KPIs of those areas

Set the support and CS processes focus in scalability and automation

Participate actively in our TOP #500 clients strategic and growth plans

Advocate internally for our customers', influencing processes and product decisions

Establish strong relationships with our customers' middle to senior executives

Be responsible for increase our LTV, reduce churn rate and our customer base retention

WE WANT SOMEONE WHO HAS

Previous experience leading Customer Success team in a SaaS company or eCommerce

Previous experience leading Support team in a SaaS company or eCommerce

Has a solid experience in various areas around eCommerce. Experienced in solving business problems and quickly picking up new tools or skills

Able to work autonomously and has a very high level of energy

Able to work with multiple cross-functional groups, including business and technical teams

A strategic thinker : you must be able to see beyond the customer's expressed needs and opportunities to influence Product Team to create new features that attends our Customers.

Fluent in English and Spanish is a differential.

Scale a CS and Support team with processes and automatization

Experience with Google products (gmail, google drive, sheets, docs etc) is preferable

Slack experience is preferable

Intercom experience is differential

BENEFITS

  • Competitive compensation
  • Profit-sharing
  • Flexible work schedule
  • Food voucher (Flash)
  • Health, dental and life insurance
  • Child care assistance
  • Extended parental leaves
  • Gympass partnership (access to 2700+ gyms)
  • Language scholarship : 65% subsidies in English, Spanish and Portuguese courses
  • Free shipping on 1000+ VTEX stores DIVERSITY AND INCLUSIONWe believe that inclusion inspires innovation and strong teams thrive inside diverse environments.
  • We are committed to a hiring process that ensures equal opportunities for all, regardless of ethnicity, gender, disability, sexual orientation, gender identity or religion.

    VTEX continues to hire for all open roles, all interviewing and onboarding are done virtually due to COVID-19. Everyone new to the team and our current staff will temporarily work from home until it is safe to return to our offices.

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