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Flash Benefícios is a technology-driven HR and financial solutions platform that streamlines workplace management across hiring, time tracking, benefits, and corporate expenses. The company is seeking a Customer Experience Manager to lead multi-channel support operations (Level 1 and Level 2) across four business units: Expenses, People, Benefits, and Travel.
In this role, you will manage end-to-end customer support operations, overseeing coordinators and supervisors while ensuring high service quality, team productivity, and strict adherence to service level agreements. You will own critical operational metrics including CSAT, resolution rates, recontact rates, service levels, average handle time, backlog, and cost per contact—balancing efficiency with customer experience.
Key responsibilities include: leading and developing team leaders to strengthen autonomy and analytical capabilities; transforming results into actionable plans with clear ownership and timelines; managing capacity planning in partnership with planning teams, accounting for seasonality and growth; overseeing third-party support partners and BPOs with performance and cost monitoring; collaborating cross-functionally with Product, Technology, Processes, and Quality teams to eliminate recurring contact drivers; managing critical incidents with agile decision-making and clear communication; presenting operational results and recommendations to executive leadership; managing special cases including Reclame Aqui, social media, ombudsman, Procon, and Central Bank escalations; and driving process improvements, self-service, and automation initiatives.
You will be responsible for ensuring consumer protection compliance, managing regulatory escalations, and maintaining brand reputation while reducing complaint recurrence. The role requires strong business acumen to connect operational metrics to customer and business impact, executive-level communication skills, and the ability to influence cross-functional teams without direct authority.
REQUIREMENTS:
- Bachelor's degree in Administration, Engineering, Communication, Management, or related fields
- Solid experience in customer support or customer experience operations management in high-volume, multi-channel environments
- Proven track record leading and developing team leaders
- Strong command of operational and customer experience metrics with ability to analyze deviations and define corrective actions
- Experience in capacity planning, productivity management, and operational cost tracking
- Experience managing BPOs or outsourced operations
- Familiarity with CRM tools (HubSpot, Twilio, Metabase) and data analysis solutions
- Experience managing special cases (Reclame Aqui, social media, ombudsman, regulatory bodies)
- Knowledge of Brazilian Consumer Protection Code and regulatory requirements for complaint handling
- Ability to manage critical and sensitive situations with strong negotiation and conflict resolution skills
DESIRABLE:
- Experience in fintech, financial services, or high-growth technology companies
- Exposure to both B2B and B2C support with multi-product operations
- Experience with AI, automation, and self-service solutions with measurable results
- BI tool proficiency (Metabase, Power BI) and SQL knowledge
- Continuous improvement and project management methodologies
