Supervisor, Brazil Customer Care Operations

Lenovo; São Paulo; Presencial; USD 60.000 - 100.000; Tempo integral

Resumo da oferta

An established industry player is seeking a dynamic Supervisor for Brazil Customer Care Operations. In this pivotal role, you will lead the management of customer care functions, ensuring exceptional post-purchase support for eCommerce customers. Your strategic vision will drive continuous improvement and operational excellence, while your leadership will foster a culture of customer satisfaction. This is a unique opportunity to shape world-class customer support operations at a leading technology company, making a significant impact on customer experiences across Brazil.

Qualificações

• Experience in post-purchase support with a focus on customer retention.
• Strong analytical skills to optimize customer care processes.

Responsabilidades

• Manage customer care operations ensuring seamless post-purchase experiences.
• Drive continuous improvement of customer care strategy and assess operational gaps.

Conhecimentos

Post-Purchase Support Strategies

Customer Satisfaction

Data-Driven Leadership

Analytical Problem-Solving

Communication Skills

Process Improvement

Formação académica

Bachelor's Degree

Ferramentas

MS Dynamics

Descrição da oferta de emprego

Supervisor, Brazil Customer Care Operations

Join to apply for the Supervisor, Brazil Customer Care Operations role at Lenovo

Supervisor, Brazil Customer Care Operations

Join to apply for the Supervisor, Brazil Customer Care Operations role at Lenovo

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We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Lenovo (HKSE: 992) (ADR: LNVGY) is a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere.

About Our Team

The WW eCommerce team at Lenovo manages Lenovo.com, enabling direct transactions for end-users and small businesses in 38 countries worldwide. Within this team, the Global Customer Care Support organization drives Lenovo's vision to provide world-class post-purchase support, ensuring exceptional customer satisfaction and retention. We are a group of passionate customer advocates who interact with hundreds of thousands of consumers and small businesses, playing a critical role in driving consistent double-digit growth year after year.

What You’ll Do

As the Manager of Brazil Customer Care Operations, you will oversee management of Brazil’s customer care function. You will be responsible for implementing strategic goals and ensuring Lenovo.com delivers best-in-class post-purchase support for eCommerce customers. This role is essential to scaling and optimizing Lenovo’s customer support capabilities for the online channel of the world’s #1 PC manufacturer.

Key responsibilities will include driving continuous improvement of our customer care strategy, assessing operational gaps, and ensuring adherence to core operational metrics to ensure customer service delivery. You will collaborate globally to implement new strategies, technologies, and best practices, contributing to our goal of offering exceptional customer support across all regions.

This is a high-impact role for a creative, results-driven leader ready to take on the challenge of shaping world-class customer support operations at Lenovo.com in Brazil.

Roles Responsibilities

• Lead Post-Purchase Support Operations: Own and manage the customer care operations in Brazil, ensuring seamless post-purchase experiences for eCommerce customers.
• Support Business Management System (BMS): Drive the success of core KPIs (e.g., CSAT/OSAT, first-time resolution, aged backlog) by optimizing processes and managing performance.
• Standardize Global Best Practices: Drive the implementation of industry best practices across global customer support functions, including supplier contract negotiations and KPI alignment.
• Identify and Solve CX Pain Points: Collaborate with IT and regional teams to resolve customer experience issues based on priority.
• Tool and Process Improvement: Guide the selection and implementation of tools and systems that enhance customer care operations, ensuring continuous process improvement.
• Advocate for Best Practices: Evangelize post-purchase customer care best practices across all customer touchpoints.
• Technology and Data Management: Identify and address gaps in technology, data, or platforms that could impact the success of customer support operations and testing strategies.
• Foster Internal and External Relationships: Build and nurture strong partnerships to drive alignment and achieve business goals.
• Promote Ethical Standards: Cultivate an environment of integrity and ethics where all team members adhere to company standards.
  
  

What We’re Looking For

As an experienced leader in post-purchase customer support, you will bring:

• Expert Knowledge of Post-Purchase Support: In-depth experience with post-purchase support strategies and tactics, with a focus on customer satisfaction and retention.
• Strategic Thinking Execution: Proven ability to assess performance gaps, define growth strategies, and drive results across teams.
• Data-Driven Leadership: Strong understanding of KPIs and ability to drive meaningful, measurable improvements in customer care operations.
• Industry Best Practices Knowledge: Familiarity with customer care best practices both within eCommerce and across adjacent industries.
• Multitasking Execution: A proven track record of managing multiple tasks simultaneously, delivering quality results in a fast-paced environment.
• Communication Skills: Strong verbal and written communication skills, with the ability to effectively engage stakeholders at all levels.
• Adaptability: Comfortable working in a dynamic, entrepreneurial environment with shifting priorities.
  
  

Basic Qualifications

• Management Experience: Leadership experience in customer care organizations, with demonstrated progression in responsibility.
• Analytical Problem-Solving Skills: Strong analytical mindset with the ability to solve complex problems and optimize customer care processes.
• Process-Oriented: Strong focus on process improvement and operational efficiency.
• Collaboration Skills: Ability to collaborate effectively in a matrixed environment, working with global teams across regions.
  
  

Preferred Qualifications

• Language: English fluency to enable global collaboration across global Lenovo teams
• CRM Experience: Familiarity with MS Dynamics and other customer relationship management tools.
• E-Commerce Consumer Electronics: Experience in eCommerce customer care, particularly in consumer electronics, FMCG, or durable goods sectors.
• Agency and Client Perspective: Experience working both on the agency side and client side of customer care operations.
  
  

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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