Br Customer Research And Insights Lead New São Paulo

Sporty Group; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading company in customer insights seeks a Customer Research and Insights Lead in São Paulo. Responsible for customer experience operations, you will analyze consumer data, lead user research initiatives, and ensure timely resolution of customer issues. The ideal candidate has strong customer service and market research experience, with fluency in English and Portuguese. The position offers a competitive salary, performance-based bonuses, and 28 days of paid annual leave.

Serviços

Competitive salary

Performance-based bonuses

28 days paid annual leave

Referral bonuses

Flash bonuses

Top of the line equipment

Annual company retreats

Qualificações

• Strong experience in customer service and market research.
• Experience in the gambling industry is preferred.
• Ability to think strategically and deal with complexity.

Responsabilidades

• Collect, analyze, and interpret consumer data from various sources.
• Lead the execution of user research and communicate with users directly.
• Drive proactive customer feedback initiatives.
• Ensure timely resolution of customer issues across channels.
• Build sustainable relationships with customers.

Conhecimentos

Customer service experience

Market research

Fluency in English

Fluency in Portuguese

Quantitative and analytical skills

Strategic thinking

Descrição da oferta de emprego

As the BR Customer Research and Insights Lead at Sporty, you will be responsible for acting as a main point of contact in Brazil for all customer experience related topics, establishing customer experience practices and procedures as well as leading and overseeing customer experience operations including correspondence between the business and our customers across all available channels.

You will be responsible for working independently as well as collaboratively with local and global teams, different departments and our growing customer base in Brazil.

What you'll be doing

Collect, analyze, and interpret consumer data from various sources such as surveys, interviews, focus groups, and customer support channels.

Identify patterns, trends, and correlations in consumer behavior to help drive strategic decision-making from other internal departments.

Lead the execution of user research, including direct communication with users.

Drive proactive initiatives for continuous customer feedback, incorporating competitor analysis to identify market trends.

The goal is to gather insights into user behavior, preferences, and needs, as well as market trends, driving product improvements and innovation.

Take full ownership of customer issues and follow problems through to resolution, ensuring customer issues are resolved in a timely manner across our channels.

Build sustainable relationships and trust with customers through open and interactive communication.

Keep records of user interactions, process user accounts and file documents.

Serve as the main point of contact in Brazil for all Customer Services related topics.

Identify and highlight operational issues and utilize knowledge and skills to offer solutions and recommend potential enhancements to our product.

Provide feedback and coaching to team members to improve their performance and continuously identify work process improvement.

What you'll bring

Strong experience in customer service and market research.

Experience in the gambling industry is preferred.

Fluency in English and Portuguese skills (written / spoken).

Strong quantitative and analytical skills, capacity to read and interpret data.

Ability to think strategically, deal with complexity, and work together within a team.

What's in it for you

Office in São Paulo City.

A competitive salary + individual performance based bonuses every quarter.

28 days paid annual leave.

Referral bonuses & flash bonuses.

Top of the line equipment.

Annual company retreats to provide great internal networking opportunities.

If you're interested, we encourage you to apply!

Every application is reviewed by a member of our team (AI is not used in our recruitment process), and we aim to respond within 48 hours.

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