Key Responsibilities:
Manage day-to-day operations of the BPO team delivering customer service across multiple platforms (email, chat, social media, Reclame Aqui, etc.).Ensure adherence to SLA/KPI metrics including First Response Time, Resolution Time, CSAT, and complaint closure rates.Collaborate with internal teams (Legal, Product, Marketing, PR and Safety) to align customer experience strategies and policies.Oversee end-to-end complaint handling process from intake to resolution, including high-sensitivity issues on Reclame Aqui, consumer protection channels (e.G. Procon), and social platforms.Drive root cause analysis and corrective actions to prevent recurrence of complaints.Monitor and report on complaint trends, escalation volume, and outcomes, providing insights to leadership.Partner with Risk, Legal, and Safety teams to identify and mitigate risks stemming from user-generated content and customer claims.Monitor complaint patterns that may indicate policy violations, fraud, or reputational risk.Support implementation of processes to ensure compliance with platform policies, consumer law, and content standards.Manage BPO vendor relationships, including performance reviews, capacity planning, quality assurance, and incentive plans.Conduct regular training, calibrations, and audits to ensure service quality and compliance with complaint-handling protocols.Develop and implement strategies to enhance the customer experience, reduce complaints, and improve operational efficiency.Leverage VOC (Voice of the Customer) and NPS data to inform customer care strategy. Qualifications:
English proficiency is required;
Bachelor’s degree in Business, Communications, or a related field;
4+ years of experience in customer service management, preferably in BPO or e-commerce environments;
Experience managing Reclame Aqui and other high-visibility complaint channels;
Strong understanding ofconsumer rights, compliance standards, and content-related business risks;
Excellent leadership, negotiation, and conflict-resolution skills;
Strong analytical mindset with experience in creating actionable insights from complaint and risk data;
Preferred Skills:
Mandarin/Chinese proficiency is a positive differentiator;
Experience working in tech, e-commerce, digital platforms or highly regulated industries;
Background in legal, risk management, or policy enforcement is highly desirable;