Customer Experience Regional Coordinator - Casa 99 (São Paulo and South Area)

São Paulo
UAU! - Unidade de Atendimento aos Usuários
Full-time L3
About 99:

In the street, at work, by Taxi or Pop, as a driver or passenger, we are the starting point for thousands of people every day and we also want to be part of their professional path. 99's mission is to revolutionize urban mobility and transform the life of people. We are a Brazilian startup founded in 2012 and five years later became the first Brazilian unicorn (startups that are valued at one billion dollars). Now, 99 is part of Didi Chuxing, the world's largest application-driven transport platform.

Diversity goes beyond ethnic, physical, sexual, sensory and gender differences! Our goal is to cultivate an inclusive environment by focusing on high performance and valuing diversity in our work environment. We respect and value the differences!Come and be part of a diverse environment where your ideas and opinions will always be heard. Inclusion and diversity are in our recruitment principles.

This position is open to application for people with disabilities (PCD)

Your responsibilities:

    • Lead and develop Casa 99’s teams in your region, providing support and empowering them to deliver an outstanding experience to our users
    • Carry out the monitoring of Customer Experience KPIs of the cities you are responsible for, developing dashboards to the headquarters, foreseeing critical situations and proposing proactive actions
    • Have a good interface with related areas such as Operations and Marketing in order to ensure that communication and actions are aligned
    • Visit the Casa 99’s in your region to identify opportunities for improvement and to integrate with the teams
    • Come up with new ideas to continuously increase driver’s acquisition and engagement

The succesful applicant:

    • Bachelor’s degree (required)
    • Previous experience leading teams - customer experience and/or remote people managing background is desirable
    • Advanced/fluent level of English
    • Willingness to travel constantly
    • Great communication skills and ability to interact with internal and external partners
    • Demonstrated background in solving complex customer problems
    • Desire to work in a very dynamic, fast-paced environment and highly motivated to deliver a memorable customer experience

Benefits:

    • Competitive salary package
    • A fun, multicultural enviroment, full of brilliant, high motivated and result-oriented people
    • Life insurance
    • Health insurance and dental plan
    • Meal allowance
    • Public transportation allowance or discount for parking in the building
    • Gympass (subsidy to sports practicing)
    • Discount for rides with 99Pop
    • Free beer and cakes on Friday