Assessoria Jurídica Internacional
Customer Experience Supervisor, CS, SDR
Location
Brazil
Posted
45 days ago
Salary
0
Seniority
Senior
Job Description
Customer Experience Supervisor, CS, SDR
Amorim Global
• Performance and Quality Management: Oversee the day-to-day operations of CS and SDR teams, ensuring SLAs are met, superior service quality, and an optimized prospecting cadence. • Strategic Data Analysis: Monitor and analyze key metrics such as NPS, retention rate, lead volume, connection and qualification rates, turning data into actionable insights for continuous improvement. • Leadership and Conflict Resolution: Serve as the focal point for critical cases and escalations, providing exemplary technical and behavioral support to the team. • Process Optimization: Proactively identify bottlenecks in the customer journey and propose and implement concrete, innovative improvements. • Talent Development: Drive continuous growth of team members through structured feedback, individualized performance coaching, and technical training programs. • Strategic Alignment: Implement and review operational playbooks in collaboration with Sales and Marketing, ensuring cohesive alignment across acquisition, conversion, and retention, with a holistic view of the sales funnel.
Job Requirements
- Proven experience in Customer Success, SDR, or Sales.
- Ability to manage multiple priorities and projects simultaneously.
- Proficiency with CRM tools (e.g., HubSpot, Salesforce, or similar).
- Analytical skills to interpret metrics, identify deviations, and make data-driven decisions.
- Excellent written and verbal communication in Portuguese.
- Advanced English — our clients and partners are global.
- Experience in high-value services firms or consulting.
- Experience implementing or revising playbooks.
Benefits
- Corporate University
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