Customer Support Manager

Company Description

Do you want to work on the largest healthcare platform in the WORLD?

We are Doctoralia, a Docplanner Group company, present in 13 countries, responsible for serving more than 55 million patients and processing more than 15 million appointments per month!

We currently have more than 2 million healthcare professionals in our database, totaling approximately 10 million patient evaluations to date.

Our mission is to “make the healthcare experience more human.”

Through a diverse range of services, we are able to serve different audiences: our marketplace, which allows patients to schedule and evaluate appointments and doctors at any time of the day or night; and our SaaS system aimed at optimizing office management, patient flow and online bookings. All this through an internet platform and our iOS/Android apps.

Job Description

Position Summary:
The Customer Care Manager will be responsible for leading and developing the customer service team, ensuring operational excellence and strategic alignment with other departments such as Product, Sales, and Customer Success. The role will focus on KPI analysis, creating tactical and operational plans, and constantly seeking improvements and efficiency opportunities. It also involves collecting and analyzing customer feedback to identify trends and areas for enhancement, always aligning local team practices with global standards.

Responsibilities:

• Lead and manage the Customer Care team (1 supervisor and 2 team leads), providing guidance, training, and continuous support to ensure high performance and professional development.
• Conduct 1:1s and weekly follow-up meetings to promote team alignment and engagement.
• Oversee the handling of customer inquiries, issues, and complaints, ensuring quick and effective resolutions.
• Manage escalated issues, ensuring critical problems are resolved satisfactorily.
• Develop and implement KPIs to monitor team performance and measure customer satisfaction.
• Analyze KPIs and prepare executive reports for senior management, highlighting trends and areas for improvement.
• Identify opportunities to enhance customer service processes, proposing and implementing strategies to improve efficiency and effectiveness.
• Lead strategic projects related to improving the customer experience.
• Collect and analyze customer feedback to identify trends and areas for service improvement, ensuring insights are incorporated into continuous improvement strategies.
• Collaborate closely with other departments, such as Sales, Product Development, and Marketing, to ensure an integrated approach to customer service.
• Connect with the global team to ensure local practices align with the company’s global standards and guidelines.
• Prepare regular reports on customer service performance, highlighting trends, challenges, and opportunities for improvement.

Qualifications

Requirements:

• Advanced English;
• Experience in managing customer service leadership teams.
• Expertise in KPI analysis and the ability to generate detailed reports for senior management.
• Experience in creating and implementing tactical and operational plans aimed at performance improvement.
• Excellent communication skills and the ability to collaborate with cross-functional teams.
• Experience handling escalated issues and managing customer crises.
• Proactive in seeking continuous improvements in service processes.
• Experience working with global teams and ensuring alignment with global policies.

Additional Information

• Our working hours are from Monday to Friday, from 9 am to 6 pm;

• Need to work beyond your usual hours? We have a compensatory time off system in place;

• For the commute, we offer Vale-Transporte;

• We offer a Meal Voucher a month, but if you enjoy cooking at home, you can replace it with a Food Voucher, for the same amount, or do half and half, making life easier for those who are 100% remote or hybrid;

• We offer Medical, Dental, and Group Life Insurance;

• Did you think your Pet would be left out? Of course not! We offer Plano Pet, which extends care to your furry companion;

• Access to the iFeel app, for emotional comfort, which combines traditional psychology with AI, helping you through those tough days;

• ApoioPass offers free professional support and guidance in the psychological, legal, economic and social areas, providing support for those, more delicate issues;

• What about that fitness life? We offer Gympass for you and 3 dependents! Because working out alone is really boring, right?

• Creditas: Payroll loan services, eligible after 6 months of employment;

• Stock Options - eligible after 6 months of employment (5 years grace period) - YES! You become a shareholder;

• Everyone has a birthday, right? Our present, for you, is a Birthday Day Off, so that you can celebrate the way you prefer, with the ones you love the most. Also, we celebrate our work anniversary as our own day off;

• Our work licenses are special here: in the event of the passing of loved ones, we offer 10 days off; if your pet passes away, we offer 2 days. Got Married:? 7 days of rest! Did the baby arrive? We offer 30 days for Dads and 6 months for Moms;

• For moms and dads ‘on duty’, we have Daycare Assistance;

• We have a robust Partnership Club, with discounts ranging from teaching institutions, such as colleges and language learning services, all the way to exclusive banking benefits;

• Do you like working here? Then refer a friend or relative! We love having family and friends around! Our Referral Program offers up to R$600 per person who stays with us for more than 6 months;