* Salário: R$ 2.000 a R$ 5.000 por mês (estimado)
* O valor exibido é uma estimativa calculada com base em dados públicos e referências do mercado. Não garantimos que este seja o salário oferecido para esta vaga específica.
Área: Outros
Nível: Gerente
Detalhes da vaga
Qualificações
- Microsoft Powerpoint
- CRM software
- Inglês
- Microsoft Office
- SQL
- Garantia de qualidade
- Graduação
- Forecasting
- Macros
- Agile
- Analíticos
Descrição completa da vaga
Department Confidencial (Apenas para Cadastrados) & Monee Programmes
LevelExperienced (Team Lead)
LocationBrazil - São Paulo
Confidencial (Apenas para Cadastrados) and Monee offers a range of programmes designed for those who seek to make a difference with technology and become future leaders of the industry. Find your fit in our graduate and undergraduate programmes across the region.
About the Team:
About Monee
At Monee, we believe that every team member is essential to our success — and that diversity of perspectives and experiences is key to driving our business and advancing our purpose of changing the world for the better.
Being part of our team means growing within a fast-paced and agile culture. If you love taking on big responsibilities and doing what has never been done before, Monee is the place for you.
Here, you’ll face meaningful challenges, collaborate with a diverse team, and help shape the future of the fintech industry in Brazil — creating a positive impact in the lives of millions.
At Monee, we believe that every team member is essential to our success — and that diversity of perspectives and experiences is key to driving our business and advancing our purpose of changing the world for the better.
Being part of our team means growing within a fast-paced and agile culture. If you love taking on big responsibilities and doing what has never been done before, Monee is the place for you.
Here, you’ll face meaningful challenges, collaborate with a diverse team, and help shape the future of the fintech industry in Brazil — creating a positive impact in the lives of millions.
Work Model
We adopt a hybrid work model, this model allows people to adjust their work environment according to their personal needs, while promoting collaboration and interaction in the office.
What will be your mission?
This role will build and lead a complete Customer Service function for Monee across in-app chat, voice, and email. You will structure a CS organization capable of operating at scale with high quality, including L1 delivered via BPO and supported by self-service/chatbot, in-house L2/L3, supported by clear ownership for Quality Assurance, Training, Knowledge Management, Process Excellence, Workforce Management,
Performance, and CS Tools/Channel Operations. You will work with the Ops and Product teams to transform customer contact drivers into structured fixes, ensuring CS is not only a service function but also a key input to operational stability and customer experience. In addition, CS will act as an operational thermometer, producing actionable insights that support other Operations teams (for example Credit Ops, Payments Ops, Fraud Ops interfaces) with trends, contact drivers, and early risk signals.
Job Description:
- Lead the Monee CS team: around ~30 people, handling CS end-to-end for Monee (financial services);
- CS Operating Model: Build and lead the end-to-end CS operating model (multi-channel), defining workflows, tiering logic, handoffs and escalation rules;
- BPO Performance Governance: Own L1 vendor governance (SLAs, scorecards, calibrations, staffing assumptions) and drive performance action plans;
- In-house Complex Support: Lead the in-house L2/L3 structure, including triage, specialist workflows, complex case handling standards, and escalation discipline.
- Quality & Enablement: Build the quality and enablement system: QA framework, calibrations, coaching loops, training, SOP governance, knowledge base, scripts, macros, and decision trees;
- WFM & Performance Management: Establish WFM and performance routines: forecasting inputs, capacity planning, scheduling logic backlog controls, KPIs, dashboards, and weekly business reviews;
- Tools & Channel Operations: Own CS tooling and channel operations requirements (CRM/ticketing workflows, routing, telephony, chat configuration, templates, automation priorities), partnering with product for delivery;
- Operational Intelligence: Run the CS intelligence loop: contact driver analytics, root cause reviews, deflection opportunities, and structured insights shared with Product, and other Ops teams to support operational stability.
Requirements:
- Bachelor’s degree in Business, Engineering, Economics or a related field (or equivalent practical experience)
- Strong proficiency in Microsoft Office and Google Workspace (PowerPoint/Google Slides) for reporting and stakeholder communication;
- Experience working with CRM/ticketing systems and workflow configuration (e.g., queues, routing rules,
macros, templates) and SQL is a plus;
- Business-level English (written and spoken);
- Proven track record in leading CS operating models and team structures in complex environments (fintech, payments, banking, credit, or similar);
- Experience managing L1 via BPO with governance (SLAs, scorecards, calibrations, performance action plans);
- Experience leading in-house L2/L3 or specialist support teams, including triage, escalation design, and complex case workflows.
- Experience implementing quality and enablement systems (QA framework, training routines, SOPs, knowledge base).
- Strong operational analytics and management cadence (KPIs, dashboards, WBR), including capacity planning fundamentals.