**Context on the role**
- Customer Success team plays a strategic role in our business model, by providing excellent onboarding support for new merchants (e.g. hairdressing salons) joining Booksy platform and enabling all Booksy merchants to make the best use of our product
- Head of Customer Success will become a member of the management team in Brazil responsible for scaling up Booksy business in the country and establishing fast-growth efficient operations
**Scope**
- Define and execute the approach and workflows for Customer Success in Brazil reflecting overall business goals and rapidly growing merchant base
- Monitor and deliver consistent performance in the Customer Success area focusing on KPIs such as merchant activity on the Booksy platform, merchant Net Promoter Score (NPS) or merchant retention
- Lead the Customer Success team (10+ people) to ensure coaching and development of team members, enhance their ability to understand merchant needs and promote attitudes and behaviors consistent with Booksy values
- Champion Booksy product knowledge within the Customer Success team ensuring in-depth familiarity with product functionalities and effective knowledge sharing among team members
- Identify improvements and define solutions to enable better and more efficient support to our merchants
- Develop and set up the support model for consumer users of the Booksy platform
- Work closely with the Country Manager, Head of Sales and Operations Manager to ensure a smooth merchant journey on the Booksy platform across the lifecycle
**Ideal experience and skills**
- Over 5 years of professional experience in Customer Success function (ideally including experience in a fast-growth international business environment e.g. SaaS, marketplace or other technology business)
- Excellent people management skills with the ability to keep the team motivated, develop individual skills and influence people’s attitude
- Ability to plan ahead to adjust the set up and workflows in the Customer Success area ahead of the increasing scale and complexity of the business
- Proactive and pragmatic approach with a focus on getting things done
- Ability to work under pressure and in stressful situations
- Strong problem solving and decision making skills
- Excellent communication skills with the ability to adjust the style and message to the audience
**What we offer in return**
- Being part of a rapidly growing global business on track to become a unicorn and the largest online marketplace for beauty services
- Working closely with other teams in a highly collaborative environment in Brazil and internationally
- Support on the development of your skills and professional growth
- Employee Stock Option Plan (ESOP) to participate in the future growth of the company value
- Flexible working hours in our office in south São Paulo
- Healthcare, VR/VT and good coffee :)
**More about Booksy**
Booksy raised $119m in VC funding to date with investors including Cat Rock Capital, Sprints Capital, Piton Capital, Enern, Industry Ventures, XG Ventures, OpenOcean, Manta Ray Ventures, VNV Global, Inovo, Kai Hansen and Zach Coelius. We also partnered with major tech brands including Facebook, Instagram, Google and Yelp to ensure seamless booking experience directly on their platforms. Booksy is also within the select group of global providers integrated in the Appointments on Facebook scheduling tool. We have been successfully delivering on the customer-first promise, with over 65% of merchants likely to recommend Booksy to a friend or colleague. Our leadership team commands a mix of track-record at highly successful startups (iTaxi, Eo Networks, Docplanner) as well as experience from leading blue-chip and consulting companies (Google, Airbnb, Uber, eBay, Groupon, Wonga, McKinsey, Kearney, PwC, EY).
**More about Booksy’s key milestones and achievements**
Booksy raises $70M war chest to acquire salon appointment apps, expand internationally
**Booksy values
1 People First
- Empower and elevate service providers, consumers and their communities
- Be authentic, transparent, and trustworthy with those we serve externally and with other Booksy employees
2 Act Like an Owner
- Take responsibility for your actions and results
- Treat commitments and agreements seriously
- Proactively look beyond direct scope of work to make Booksy a better place
3 Work as a Team
- Trust in each other's ability to do their job
- Encourage healthy collaboration among teams
- Give credit to people who contribute
4 Shoot for the Moon
- Set your sights on the best and never settle for what’s mediocre
- Go beyond boundaries and take a different approach when you hit obstacles