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Vaga de Head of Customer Experience
QuintoAndar em São Paulo - SP

Descrição da Vaga

Head of Customer Experience


QuintoAndar is a technology company that enables a seamless rental experience from searching to closing. We strive to contribute to a movement we call the ‘renting lifestyle’ - a world in which renters and property owners have the flexibility to move, to live abroad, to change cities, and be happier by living closer to work. To make this a reality, we focus on our mission of making the renting process “fácil e gostoso” for everyone involved.

Through intensive use of technology and design, we are reinventing the entire industry, from one end to the other, to allow the kind of customer experience that we wish for ourselves. As a result, we are creating a new business model that is unique in the whole world and that will revolutionize the real estate industry.

What we are looking for:

As manager of Customer Experience and Mediation, you will be responsible for conducting QuintoAndar´s customer support to the next level. You will be leading our increasing support team, defining guidelines that guarantee balance between Tenants and Landlords and solve their problems in a efficient and creative way. The challenge of this position is help creating a client centered culture, partnering with Operations and Product departments and improve quality while motivating and capacitating our team.

At QuintoAndar You Will

  • Work with and lead a top-notch team that uses the best practices and tools.
  • Learn a lot. Really.
  • Be part of a high-impact project that will affect many people's lives.
  • Have autonomy to make decisions with no endless meetings or bikeshedding.
  • Work in an informal environment and horizontal hierarchy.

Your Key Responsibilities Will Include

  • Creating a Super Star customer support team (recruiting, training and retaining the team)
  • Defining and implementing support guides, aligned to QuintoAndar´s culture and mission
  • Influencing key stakeholders and the team in the client centered culture of QuintoAndar
  • Improving current processes, focused on efficiency and scalability
  • Designing, together with Product, customer journey in the key touch points with our clients
  • Guaranteeing customer support quality and focus on solving the problem
  • Developing reports and controls tools to better manage client experience and team performance


Please come talk to us if you fulfill these:
* It’s important that you are genuinely interested in our cause. The sense of purpose and ownership will be a strong force in your motivation and your genuine interest will help you succeed in helping us build a transformative solution.
* You care about Clients Experience
* You have very good communication and motivational skills to lead big teams, influence your peers and conduct tough conflicts between Tenants and Landlords
* You have creative thinking and are searching for an opportunity to innovate and create from scratch
* You are analytic to ask the right questions and work collaboratively to come up with the solutions together with the team
* You are organized and have intellectual curiosity to always dig for completely new solutions to solve problems;
* You have experience with client relationship
* You are a leader and feels energetic about leading teams and inspiring people to achieve their best;
* You don't fear a rapidly changing environment and enjoy working in cross-functioning teams.

Language and location:

We are a Portuguese speaking company. This is written in English because (1) we value diversity and would welcome foreign candidates, and (2) if you are Brazilian you need to be fluent in English in order to learn the most from the whole world.

Our office is in Sao Paulo, at Av Paulista, near 'metrô Consolação'.


Working here is cool AND you get the following:

Competitive salary package.

Meal allowance ("ticket refeição and/or ticket alimentação").

Fuel or public transportation allowance.

Good health

Dental plan (optional)

Life insurance

Subsidy for daycare

Subsidy to sports practicing (gympass)

Free beer every Friday

Very fun, collaborative, and fast-paced work environment - full of smart and ambitious people.

Our recruitment process starts at the application form! If you really wish be a part of our team, endeavor to do well at this stage of the process. We analyze all the candidates individually. Yes, we do read all applications and we’ll reply even to those who won't follow the process.

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Avaliações da QuintoAndar

Satisfação geral dos funcionários

  • Remuneração e benefícios
  • Oportunidade de carreira
  • Cultura da empresa
  • Qualidade de vida

Recomendam a empresa a um amigo

  • Há aproximadamente 1 mês

    QuintoAndar lovers


    São Paulo, SP

    Prós: Ambiente maravilhoso que nos estimula a crescer diariamente, junto com colegas de trabalho excelentes. Trabalhar em um ambiente leve e descontraido com certeza é o ponto forte.

    Contras: Não consegui encontrar até agora pontos negativos de fazer parte dessa empresa! Me surpreendo a cada dia com tudo que vejo por aqui e com as oportunidades que surgem.

    Recomenda a empresa: Sim

  • Há aproximadamente 1 mês

    Gestão de pessoas ineficiente

    Ex-funcionário, saiu em 2018

    São Paulo, SP

    Prós: Ambiente descontraído e informal, tem happy hour de sexta e festinha. Bastante oportunidade de crescer e migrar de cargo ou área, o pessoal, em geral, é bem jovem e amigável. Existe pouca hierarquia e o acesso aos gestores é bem tranquilo, se é tratado igualmente independente do nível hierárquico pelos colegas.

    Contras: Pouca ou nenhuma supervisão sólida para cargos de estágio e posições júnior na área de operações. Programa de feedback confuso e ineficiente, intimida mais do que qualquer outra coisa, ninguém se interessa pelo tema. Gestão de pessoas, carreiras e desenvolvimento e aprendizagem não são trata de forma séria, ninguém sabe pra onde pode ir, o que pode fazer, como chegar lá. Exceto a área de produto, que tem uma estrutura de gestão ridiculamente mais avançada e estruturada que a operação.

    Recomenda a empresa: Não