What's the opportunity?
We are looking for a Customer Success Lead who will be responsible for overseeing and managing the customer service operations of the company globally, guaranteeing we deliver amazing experiences to our customers.
This person will be the manager of a team of regional customer service leaders that ensure high-quality service delivery, customer satisfaction, and efficient resolution of customer inquiries and issues. The role requires strong leadership, communication, and problem-solving skills to effectively manage both the team and customer interactions.
What will I be doing?
- Promote a “customer first” environment at all times.
- Provide top-quality service complying with the SLA's defined, helping to ensure customer satisfaction and strengthening customer relationships.
- Define and implement the customer service strategy to maximize customer experience.
- Solve escalated complex and/or high-priority problems when neededDevelop strong relationships with other areas within dLocal to implement changes that positively impact on our merchants' SLA’s adherence.
- Be organized, detail-oriented, take initiative and follow up independently.
- Acquire excellent product knowledge, to guarantee the quality of service provided to customers.
- Push yourself and the team by recognizing and suggesting areas of improvement.
- Interact and work together with the different areas of the company.
What skills do I need?
- Bachelor’s degree in administration or any other related field.
- Passion for customer success and deep interest in understanding client needs.
- Previous experience leading Customer Support teams.
- Excellent interpersonal and communication skills to build effective relationships with customers and work effectively with them.
- Data-driven mindset.
- Great Attitude.
- Ability to learn quickly and be resourceful.
- Fluent in written and spoken English to provide effective communication and support.
- Basic knowledge of SQL is a plus.
- Excel skills are a plus.
