Team Lead - Customer Experience

Voy; Brasil; Remote; BRL 425,000 - 638,000; Full time

Job summary

Voy is building a new UK-focused Patient Experience team and is seeking an inspirational leader to manage a group of agents serving UK patients. The role involves coaching, processes, and performance management to deliver high-quality care with operational efficiency.

You will work closely with Product, Operations, and Clinical teams, use data to drive improvements, and ensure seamless interactions in English and Portuguese.

Responsibilities

• 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
• Think big - you're inspired by 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 efficient solutions
• Make it better - you think about the bigger picture with a growth mindset and a collaborative approach

Job description

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 to serve exclusively our UK customer base. As this role will operate directly with UK patients and stakeholders, English will be the primary working language and you will be expected to communicate confidently in English on a daily basis. Your goal is to lead a world - class patient experience team, ensuring our patients UK get seamless, high-quality support throughout their journey. You'll be responsible for managing a team of agents who supporting 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 team 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, looking after our UK customer patients. You'll need both strong English and Portuguese written and spoken communication.

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 (including a healthy relationship with feedback), 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 professional fluency in English and Portuguese, with confidence communicating verbally and in writing in English every day. You should be comfortable leading conversations, giving feedback, and collaborating with international teams in English.
• Previous leadership or team support experience in a fast-paced environment (e.g., health tech) is a plus, but not essential.
• You're passionate about coaching and developing people - you love seeing your team succeed
• You're highly organised and comfortable balancing multiple priorities
• You're comfortable using data to track performance and make informed decisions
• You have a "roll up your sleeves" attitude - if something needs fixing, you're happy to get stuck in
• You're excited about what we're building at MANUAL and want to help shape the future of patient experience