Customer Experience Supervisor

MANUAL; Rio de Janeiro; Híbrido; BRL 133 920 - 167 400; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Meal/Food voucher (R$40/day)

Gympass

Camly English course

Health insurance

5-month maternity leave

Childcare allowance

Friendly work environment

Resumo da oferta

Join MANUAL in Rio de Janeiro to lead a patient experience team dedicated to UK customers. In this role, you will manage a team, ensure high-quality support, and optimize operations to enhance patient experiences.

The ideal candidate thrives in a fast-paced environment, has leadership experience, and is passionate about coaching others. Benefits include meal vouchers, gym memberships, and health insurance.

Qualificações

• Full fluent in English and confident speaking every day.
• Previous leadership or team support experience in a fast-paced environment (health tech) is a plus.
• Highly organized and comfortable balancing multiple priorities.
• Excited about shaping the future of patient experience.

Responsabilidades

• Manage a team of Patient Experience Specialists and drive performance.
• Coaching and developing your team to ensure success.
• Identify trends in patient feedback and lead process improvements.
• Work closely with cross-functional teams to remove roadblocks.
• Use data to track performance and drive continuous improvement.

Conhecimentos

Fluency in English

Leadership experience

Organizational skills

Data-driven decision making

Descrição da oferta de emprego

This is an exciting opportunity to join one of the fastest-growing digital health companies in the world and help build the future of healthcare. We are forming a new team in Rio to serve exclusively our UK customer base. Your goal is to lead a world-class patient experience team, ensuring our patients in the UK get seamless, high-quality support throughout their journey. You’ll be responsible for managing a team of agents who support our UK customers using AI Translation, developing processes, and driving performance – making sure we’re delivering the best possible care while also operating efficiently.

This is a rare opportunity to take ownership of a new team based in Rio and shape how we support patients based in the UK at MANUAL and Voy. You’ll play a key role in optimising our operations, scaling the team effectively, and ensuring we’re always improving the experience we offer.

You’re someone who thrives in a fast-moving environment, enjoys solving problems, and knows how to inspire and develop a team to deliver outstanding service.

This role is an English speaking role, based in Rio, looking after our UK customer patients.

What you’ll do

• Managing a team of Patient Experience Specialists, setting clear expectations and driving performance
• Coaching and developing your team, ensuring every agent has the support and guidance to succeed
• Building a strong team culture grounded in end-to-end ownership and high personal standards – empowering every agent to take responsibility, uphold quality, and consistently deliver the best possible experience
• Identifying trends in patient contacts, feedback, and complaints — then leading initiatives to improve our processes
• Working closely with cross-functional teams (Product, Operations, Clinical) to remove roadblocks and make it easier for patients to get the help they need
• Using data to track performance, set ambitious targets, and drive continuous improvement

How You Operate

• Think big – you're inspired by frighteningly ambitious solutions to big patient problems and your team’s problems, you approach them from first principles and you have the determination to clear hurdles to get there.
• Move fast – you set just the right pace, you collaborate well and you're a clear communicator that can quickly understand patient problems and develop long lasting, efficient solutions.
• Make it better – you think about the bigger picture, you have a growth mindset with yourself and others, you're hard on problems not people and do whatever you can to help our patients and your team.

What we need from you

• Full fluent in English and confident speaking English every day
• Previous leadership or team support experience in a fast-paced environment (e.g., health tech) is a plus, but not essential.
• Passionate about coaching and developing people—you love seeing your team succeed
• Highly organised and comfortable balancing multiple priorities
• Comfortable using data to track performance and make informed decisions
• Have a “roll up your sleeves” attitude—if something needs fixing, you’re happy to get stuck in
• Excited about what we’re building at MANUAL and want to help shape the future of patient experience
• Can work from our Rio office 2 days per week

Benefits

• Meal/Food voucher (R$40/day)
• Gympass
• Camly English course
• Health insurance
• 5-month maternity leave
• Childcare allowance
• A fun and friendly work environment with a highly motivated team