Customer Relationship Management (CRM) - Talent Pool

Billor Holding; Joinville; Remote; BRL 300,000 - 450,000; Full time

Job summary

Billor Holding is seeking a dedicated Driver Experience Manager to strengthen relationships with our truck drivers in Joinville and beyond. You will focus on driver retention, monitor truck status daily, and partner with dispatchers to implement proactive improvement plans that protect margins and service levels.

The role requires strong communication in English, solid data skills (metrics, dashboards, spreadsheets), and disciplined documentation in our NEXUS system to support portfolio

Qualifications

• Experience in customer service, Customer Success, retention, or relationship management.
• Advanced English proficiency for daily conversations with drivers.
• Strong organizational skills to manage a portfolio with a fixed contact cadence and consistent recordkeeping.
• Comfort working with data, including interpreting metrics, spreadsheets, and dashboards.

Responsibilities

• Driver Portfolio Management: monitor the status of each truck in the portfolio daily and identify churn risks early to prevent turnover.
• Contact Cadence: conduct at least two contacts per week with each driver and record updates in NEXUS.
• Retention and Churn Prevention: lead retention conversations and develop action plans with dispatchers and squads.
• Planned Offboarding: record offboarding cases and coordinate with DC capacity and driver transitions.
• Portfolio Profitability: monitor margins and work with dispatchers to address underperforming trucks and support Tier 1/2 driver growth.
• Voice of the Driver: consolidate driver concerns and propose process improvements to leadership.

Skills

Customer success

Retention

Relationship management

English proficiency

Data & dashboards

Job description

About Us

Trucking moves the American economy. It is a $1 trillion market, and it still runs on fragmented operations, thin margins, and technology a generation behind. Billor, short for "Bill of Rights," is the only company transforming this market end to end, combining Freight and Technology for Truck Drivers, Freight Brokers, and Small Carriers into a single ecosystem. We operate a fleet of several hundred heavy-duty trucks and run
integrated business lines across freight, fintech, and technology platforms.

About the role

We are looking for a professional to manage relationships with Billor drivers, focusing on retention, churn prevention, portfolio performance, and continuous improvement of the driver experience.

This person will be responsible for monitoring truck status daily, maintaining consistent communication with drivers, identifying potential risks, and developing action plans in partnership with dispatchers and squads. They will also play an important role in monitoring portfolio profitability, identifying improvement opportunities, and consolidating driver feedback to support strategic decisions and enhance our processes.

Responsibilities

1. Driver Portfolio Management

Monitor the status of each truck in the assigned portfolio daily using the Kanban board, following the same columns as the Truckboard.
Identify churn risks early, including driver dissatisfaction, declining miles, downtime, payment issues, or maintenance problems, and take proactive action to prevent driver turnover.

2. Contact Cadence (Mandatory Requirement)

Conduct at least two contacts per week with each driver in the assigned portfolio.
Record all status changes, driver concerns, and contact summaries in NEXUS.

3. Retention and Churn Prevention

Lead driver retention conversations and develop action plans in partnership with dispatchers and squads.
Conduct tenure milestone check-ins with drivers.

4. Planned Offboarding

Record all identified offboarding cases, both voluntary and involuntary, in the offboarding workflow, coordinating the process with DC capacity and aligning it with drivers' transitions to BFC.

5. Portfolio Profitability

Monitor portfolio and squad margins, working with dispatchers to address trucks performing below expectations.
Support the growth of Tier 1 and Tier 2 drivers while reducing the number of Tier 3 drivers.

6. Voice of the Driver

Consolidate recurring driver concerns and present them to leadership, along with proposals for process improvements.

• Experience in customer service, Customer Success, retention, or relationship management.
• Advanced English proficiency for daily conversations with drivers in the United States.
• Strong organizational skills to manage a portfolio with a fixed contact cadence and consistent recordkeeping.
• Comfort working with data, including interpreting metrics, spreadsheets, and dashboards.

Key Competencies

• Ownership mindset: Treats the portfolio as their own business and takes responsibility for preventing avoidable churn.
• Empathy with assertiveness: Listens to drivers while upholding company policies and agreements.
• Proactivity: Acts at the first sign of risk without waiting for the driver to raise a concern.
• Documentation discipline: If it is not recorded in NEXUS, it did not happen.
• Collaboration: Works with the team to identify solutions and resolve issues.
• Clear communication: Communicates clearly and concisely in the language of the person they are speaking with.