Customer Success Specialist

SITA; São Paulo; Híbrido; BRL 120 000 - 180 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Flex Week

Flex Day

Flex Location

Employee Wellbeing

Resumo da oferta

SITA in São Paulo is hiring a Customer Operations Lead Specialist to manage post-delivery performance and execute a customer operation success plan. You will support the account team, provide proactive insights, and ensure customer satisfaction across operations.

You will coordinate across departments, stay current with product releases, and identify change requests to improve service delivery and business outcomes.

Qualificações

• Bachelor’s degree in business administration, IT, Customer Service, or related field or equivalent experience.
• 4–7 years in customer or technical support, preferably in Aviation or IT Service Management.
• Hands-on experience with CRM and/or ticketing systems.
• Exposure to change and problem management processes.
• Strong data analysis and customer satisfaction tracking.

Responsabilidades

• Oversee delivery and technical performance of services alongside the account team.
• Perform regular customer service reviews and executive reviews.
• Build deep customer knowledge and share it across back-office functions.
• Stay updated on products, features, and common issues to keep customers at the latest release level.
• Identify and manage customer change requests.
• Escalate technical issues to higher-level or specialized teams as needed.
• Manage change management and problem management processes.
• Analyze customer data to identify trends, usage patterns, and satisfaction metrics.
• Collaborate with the account team to identify at-risk customers and drive retention strategies.
• Support process and tool improvements to enhance customer experience and operational efficiency.

Conhecimentos

CRM systems

Data analysis

Stakeholder management

Ticketing systems

Change management

Problem solving

ITIL knowledge

Formação académica

Bachelor's degree or equivalent

Ferramentas

CRM systems

Ticketing systems

Descrição da oferta de emprego

Overview

At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.

You’ll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don’t just move the world forward, we’re proud to be recognized as a Great Place to Work by 79% of our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

About the Role & Team

A Customer Success Specialist proactively manages the performance of the customer contract post-delivery by defining and executing a customer operation success plan. Being part of the customer-facing account team, the role of the Customer Operations Lead Specialist is to support with all aspects related to the performance of the support models towards delivering the customer commitments, providing proactive analysis, insights into customer operations and ensure customer satisfaction.

What You Will Do

• Oversee delivery and technical performance of services alongside the account team.
• Perform regular customer service reviews and support executive reviews.
• Build deep customer knowledge and ensure it is shared across back-office functions.
• Stay updated on products, features, and common issues to keep customers at the latest release level.
• Identify and manage customer change requests.
• Escalate technical issues to higher-level or specialized teams when needed.
• Manage change management and problem management processes.
• Analyze customer data to identify trends, usage patterns, and satisfaction metrics.
• Collaborate with the account team to identify at-risk customers and drive retention strategies.
• Support process and tool improvements to enhance customer experience and operational efficiency.

Qualifications

• Bachelor’s degree in business administration, IT, Customer Service, or related field. Equivalent experience accepted.
• 4-7 years in customer or technical support, preferably in Aviation or IT Service Management.
• Hands-on experience with CRM and or ticketing systems.
• Solid exposure to change management and problem management processes.
• Strong skills in data analysis and customer satisfaction tracking.
• Experience coordinating across departments and managing stakeholder communications.
• ITIL certification is a plus.
• Based in São Paulo office
• Fluent in Portuguese, English, and Spanish (all three required).

What We Offer

We’re all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We’re really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it’s like to join our team and take a step closer to your best life ever.

• Flex Week: Work from home up to 2 days/week (depending on your team’s needs)
• Flex Day: Make your workday suit your life and plans.
• Flex Location: Take up to 30 days a year to work from any location in the world.
• Employee Wellbeing: We’ve got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health – a personalized platform that supports a range of wellbeing needs.
• Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!
• Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.

Equal Opportunity

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.