Responsible for all support and operations teams, SaaS company Acquisition, fleet and retention Creation and presentation of webinars for user engagement Development of both support and operations projects Maintaining team-related KPIs and OKRs Focus on data-driven results analysis Empathic and close management, with the aim of individual and collective improvements Direct contact with 10 countries and integration with all teams (commercial, mark

Responsible for the remote management of a team of 53 people, divided between customer support, courier support, CEX, Allocations and VIP support Direct contact with foreign leadership and colleagues from ten other countries, in addition to integration with external teams Development of metrics, action plans, monitoring of teams to achieve goals and daily guidance. Creation and development of bots with high usability by the user, keeping the Chat

Intercom implementation, creation, guidance and supervision of Customer Support, Courier Support, Customer Experience and Allocations teams Development of KPIs and OKRs for the areas, achieving these goals in more than 90% of the time. In addition to helping in the growth of teams by hiring, training and monitoring support operators. Company growth in the period of execution of the function: +1200% Team growth: +500%