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Executive Search · dLocal

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职位介绍: Why you should join dLocal? dLocal enables the companies in the world to collect payments in 37 countries in emerging markets. Global brands rely on us to increase conversion rates and simplify payments expansion effortlessly. As both a payments processor and a merchant of record where we operate, we make it possible for our merchants to make inroads into the world’s fastest-growing, emerging markets. By joining us you will be a part of an amazing global team who makes it all happen, in a flexible, remote-first dynamic culture with travel, health and learning benefits, among others. Being a part of dLocal means working with 600+ teammates from 25+ different nationalities and developing an international career that impacts millions of people’s daily lives. We are builders, we never run from a challenge, we are customer centric, and if this sounds like you, we know you will thrive in our team. What’s the opportunity? The CS Manager is a strategic role that works closely with products to continuously improve the customer experience in an effort to ensure high levels of customer satisfaction and loyalty while minimizing pain points. What will I be doing? Serve as the voice of the customer in the design of the end-to-end experience journey and review associated customer-facing content in a way that reflects a deep understanding of what drives satisfaction and creates customer pain points. Lead the customer support team, establishing processes, SLAs, and metrics. Lead automation regarding customer support. Collaborate with the product team in order to develop automated solutions to assist customers. Foster collaboration between cross-functional teams to ensure that data gaps are identified and filled, and that relevant insight from numerous channels (business stakeholders, colleague feedback, industry best practices, etc.) and numerous data points (operational data, surveys, complaints, competitors, social media, etc.) are incorporated into customer experience plans. Develop Customer Experience Research and implement appropriate research methods to thoroughly understand the customer journey. Implement processes and tools, such as root cause analysis, and lead efforts like experience and impact mapping and action planning workshops to help identify and prioritize actions that would improve experiences. Conduct annual, quarterly, and monthly Customer Experience reviews at a customer and individual business unit level. These reviews include, among other things, a review of progress to achieve CX goals, customer pain points, prioritized opportunities to improve customer experience, progress on action plans, and customer experience metrics as well as the creation of associated reporting Manage and track opportunities identified to improve the customer experience as well as associated actions, the progress of those actions, and the impact of those actions on the customer experience once implemented What skills do I need? Bachelor’s degree required; Master’s degree strongly preferred Minimum of 5 years of experience in Customer Experience Management Experience serving SMBs segment or financial industry preferred Excellent communication skills: Written, verbal, and presentation Strong organizational, managerial, and interpersonal skills CX Professional, Design Thinking, Six Sigma, or applicable certifications are a plus Advanced problem-solving skills grounded in customer experience data and driven towards improved satisfaction and loyalty Ability to build relationships, collaborate, and work well in teams - experience working effectively within a matrix, mission-oriented in a diverse business environmentAbility to lead change across people, processes, and technology - ability to collaborate with internal cross-departmental teams to drive solutions Ability to leverage and analyze customer data and insights from different sources (surveys, journey maps, complaints, focus sessions, etc.) using analytics tools in order to identify opportunities to improve the customer experience Ability to define key success metrics, set performance goals, and continuously monitor key performance indicators for improvement. Highly organized, and methodical, with the ability to handle multiple complex projects with strong follow-through. What happens after you apply? Our Talent Acquisition team is invested in creating the best candidate experience possible, so don’t worry, you will definitely hear from us. We will review your CV and keep you posted by email at every step of the process! Also, you can check out our webpage, Linkedin, Instagram, and Youtube for more about dLocal!

其他信息: 行业要求：全部行业

公司简介

dLocal is a Uruguayan financial technology company. It provides cross-border payments connecting global merchants to emerging markets. Established in 2016 as a startup, soon it became the first Uruguayan unicorn.

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