Head of Ombudsman

Let's start with the role

The Head of Ombudsman in Brazil will play a crucial role in managing and resolving customer disputes, ensuring the highest level of fairness, s/he  will be responsible for developing and overseeing the ombudsman function, establishing a clear framework for addressing customer complaints, and acting as a mediator between customers and the organization. Furthermore, this role will provide strategic leadership in analyzing customer feedback, identifying systemic issues, and driving improvements across all customer touchpoints, safeguarding the company’s reputation for fairness and trustworthiness.

As a Head of Ombudsman you will

• Own and oversee the overall resource and headcount allocation on a functional level.
• Set, allocate, and monitor budget and costs. 
• Develop and implement an ombudsman framework to address customer service complaints effectively. 
• Lead and manage the Ombudsman team, providing clear guidance, support, and development opportunities. 
• Establish strategic goals and key performance indicators (KPIs) for the Ombudsman department to improve customer satisfaction and service outcomes. 
• Oversee the intake, assessment, and resolution of complex or escalated customer complaints, ensuring fair and timely outcomes. 
• Establish and maintain SLAs with internal and external stakeholders to cover complaints in a timely manner. 
• Serve as a neutral mediator between customers and company departments, ensuring disputes are handled with transparency and impartiality. 
• Ensure the continuous monitoring of complaint trends to detect recurring issues or patterns that require management attention.

What you’ll bring

• Bachelor’s degree in Business, Law, or a related field. A master’s degree or legal background is a plus.
• Extensive experience in customer service, dispute resolution, or complaint management, with solid experience in a leadership role.
• Demonstrated experience in customer advocacy, problem-solving, and conflict resolution within a customer service or ombudsman environment.
• Proven ability to handle complex customer disputes with diplomacy, fairness, and tact.
• Strong analytical skills with the ability to assess complex issues and deliver fair, data-driven decisions.
• Fluent in English, Spanish is a plus. 
• Experience engaging with external stakeholders such as regulators and industry bodies.
• Proven ability to work with tight deadlines 

Kaizen Gaming Perks

• 🏃 A buddy will support you with your onboarding
• 💸 Competitive pay and bonus scheme
• 👩‍⚕️ Private health insurance for you and your family
• 💰 Monthly meal allowance 
• ⭐Developmental 360° feedback framework
• 📚 Unlimited access to Udemy & continuous training

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