Customer Experience Lead | Customer Success I MG

Role Overview

The Customer Experience Lead will be part of the Customer Success team, acting directly in the strategic management of Critical Channels of Banco Inter. The role will involve leading the team responsible for the management of critical and sensitive demands, ensuring quality, agility, and resolutivity in the attendances.

What You Will Do

The daily responsibilities will include leading the team, acting directly in strategic cases, executive escalations, and high-complexity clients, managing demands with potential reputational impact, and following operational indicators, SLAs, and customer experience metrics.

Why It Might Be a Fit

The ideal candidate will have a leadership with a strategic vision, analytical profile, and strong decision-making capacity, who can transform critical scenarios into opportunities for strengthening the relationship and confidence of clients in Banco Inter.

Requirements

• Solid experience in Customer Success, Customer Experience, Ouvidoria, Critical Channels, or high-complexity service
• Leadership experience, performance management, and people development
• Experience in conducting critical demands, executive escalations, and reputational risk management
• Advanced Excel (mandatory)
• Excellent written and verbal communication, with negotiation and situation-conducting capacity
• Knowledge in CRM and service platforms (Salesforce, Zendesk or similar)
• Analytical capacity for indicator monitoring, SLA management, and decision-making oriented by data
• Experience in dynamic environments, with high demand volume and sense of urgency
• Organized, resilient, strategic, and problem-solving-oriented profile
• Availability to act in critical demands and priority follow-ups when necessary

Benefits

• Meal voucher and lunch voucher
• Health and dental plan
• Life insurance
• Birthday Off
• Baby On Board and Lactation Room
• Extended parental leave
• Nanny/creche assistance and/or assistance for children with disabilities
• Wellhub and Inter Running Group
• CARE4U Space (Belo Horizonte): exclusive values services, relaxation area, games, and mini-golf
• SuperApp benefits, such as Duo Gourmet
• Internal training and capacity-building programs

Tagged as: Excel, Salesforce