Love Mondays


Vaga de Head of Customer Happiness
AMARO em São Paulo - SP

Descrição da Vaga

Head of Customer Happiness

AMARO is seeking for a Head of Customer Happiness to bring our the shopping experience of our customers to the next level. You will oversee the Customer Service, Back-Office and Personal Stylist teams. You will report directly to the founders and be part of the company's management team.

The ideal candidate has previously held a similar role in a fast growing digital company (eCommerce or other online services company). You have strong work ethic and high levels of empathy. You can balance an obsession for providing a superior experience to our customers with excellent leadership skills and a very structured mindset.

WHAT YOU WILL BE DOING

  • Lead and manage the Customer Happiness department with its 25+ team members
  • Ensure that all our customers receive outstanding service and all satisfaction KPIs are constantly met
  • Define headcount needs based on growth projections, hire and train new team members
  • Fully review our Customer Service tech stack and implement best-in-class solutions to support the team's work
  • Increase the efficiency of the team by automatizing and streamlining all customer service processes
  • Independently define and implement initiatives to improve the customer experience and the work of the customer service agents
  • Work closely to our Physical Retail, Logistics and Marketing teams to provide a superior experience to our customers

YOUR EXPERIENCE

  • Have led a large customer service organization in a digital company
  • Are an expert in all eCommerce processes and stakeholders (payments, logistics, returns,...)
  • Have at least a bachelor's degree from a leading university
  • Have participated in the evaluation and implementation of Customer Service software
  • Are fluent in English
  • Have strong Excel and Power Point Skills

YOU ARE

  • Are a people's person, but also analytical and structured
  • Can work under pressure without loosing your cool
  • Have great common sense and judgment to independently difficult situations
  • Have a high affinity with technology and the digital world
  • Flexible and willing to work weekends and evenings when required
  • Are excited to act as a customers' advocate provide thoughtful, structure and strategic insight regarding customer needs to other teams

WHAT AMARO OFFERS

  • Growth: Opportunity to be part of a fast growing digital startup with international ambitions
  • Culture: A dynamic and international work environment with exceptionally smart people
  • Technology: Access to the world's best software across the spectrum
  • Perks: Employee benefits, access to online courses, team member discounts on AMARO products

At AMARO we believe creativity and technology are limitless, allowing us to innovate beyond linearity. We seek fearless entrepreneurs who are hungry to change the status quo. We are not fixers but enjoy to collaboratively build from the ground up. We only engage where we foresee long-term scalability. We like to take smart risks and always opt for action over 100% certainty. There has never been a more exciting time than today and we are enthusiastic about the future we are creating.

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Avaliações da AMARO


Satisfação geral dos funcionários

4.10
  • Remuneração e benefícios
    3.32
  • Oportunidade de carreira
    3.86
  • Cultura da empresa
    4.43
  • Qualidade de vida
    3.71

Recomendam a empresa a um amigo




  • Há quase 3 anos

    A AMARO é uma empresa que eu gosto de trabalhar.

    Desenvolvedor Front-end Júnior

    São Paulo, SP


    Prós: O ambiente é muito bom.
    Política de horários flexível.
    Desafiador.
    Ótima interação com os supervisores e chefes.
    Diálogo aberto.

    Contras: Talvez o salário não esteja compatível com o preço praticado pelo mercado atualmente.

    Recomenda a empresa: Sim

  • Há mais de 2 anos

    depende do que vc quer p/ sua carreira

    Funcionário


    Prós: Ambiente de trabalho descontraído, propicio a brainstorm, nao há burocracias e oportunidade de aprendizado.

    Contras: Nao tem banco de horas, horas extras não remuneradas, superiores da empresa são workoholics e exige o mesmo dos funcionários.

    Conselhos para presidência: Ter plano de carreira mais definido

    Recomenda a empresa: Sim