Vaga de parceiro

BackOffice Specialist - São Paulo / SP

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Detalhes da Vaga

  • Escolaridade Não Informado
  • Segmento Não Informado
  • Salário Não Informado
  • Área de AtuaçãoDiversos / Outros

O que você irá fazer

  • We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.
  • We are a diverse team of more than 2,700 Kaizeners, from 40+ nationalities spreading across 3 continents.
  • We are an equal opportunity employer committed to fostering a diverse and inclusive workplace.
  • We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation, or age.
  • Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices.
  • Here, therell be no average day for you.
  • Ready to Press Play on Potential? Let''s start with the role We are looking for a Customer Support Specialist Back Office to oversee and enhance the performance of our back-office team.
  • This role will be responsible for key KPIs, including contact volume, escalations, transfers, and productivity, ensuring operational efficiency and continuous improvement.
  • The ideal candidate will proactively seek ways to optimize processes, improve agility in responding to customer needs, and act as the point of contact (POC) for specific back-office functions, handling escalations and driving operational excellence.
  • A Typical Day in This Role Analyze back-office data and results to identify and draft plans for improving over key customer pain points; Collaborate with partner teams to enhance team autonomy and drive first-contact resolution (FCR); Provide insights and feedback to help internal and outsourced teams improve their operational efficiency.
  • Key Responsibilities Ensure operations are running smoothly, through elaborating, tracking and joining action plans in partnership with our BPOs and our internal teams.
  • Drive roadmap of back-office process improvements through increasing autonomy and reducing handle time, transforming complex processes into seamless resolutions.
  • Own and handle escalations of critical cases and tools functionalities to support the best operations of the Backoffice's team.
  • What you will bring Ideal background: Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
  • Fluency in English.
  • Proven experience in Customer Support at N2 or in relatively complex products or situations.
  • 3-5 years of experience in a related role, with at least half of it in fast-growing tech companies.
  • Skills & Experience Strong communication and interpersonal skills.
  • Experience with CRM tools (e.
  • g.
  • , JIRA, Salesforce, Zendesk).
  • Proven experience doing customer support on complex products or environments.
  • Ability to analyze data and generate customer insights.
  • Problem-solving skills with a proactive, customer-first mindset.

Informações Adicionais

  • Quantidade de Vagas 1
  • Jornada Não Informado
 

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