Customer Success Associate Team Leader - EMEA (Remote)
Cape Town (Remote) / Spain (Remote)
Commercial – Customer Success /
Full Time /
Remote
Why you should join dLocal?
dLocal enables the biggest companies in the world to collect payments in 40 countries in emerging markets. Global brands rely on us to increase conversion rates and simplify payment expansion effortlessly. As both a payments processor and a merchant of record where we operate, we make it possible for our merchants to make inroads into the world’s fastest-growing, emerging markets.
By joining us you will be a part of an amazing global team that makes it all happen, in a flexible, remote-first dynamic culture with travel, health, and learning benefits, among others. Being a part of dLocal means working with 800+ teammates from 25+ different nationalities and developing an international career that impacts millions of people’s daily lives. We are builders, we never run from a challenge, we are customer-centric, and if this sounds like you, we know you will thrive in our team.
What's the opportunity?
We are looking for a Customer Success Lead who will be responsible for overseeing and managing the customer service operations of the company globally, guaranteeing we deliver amazing experiences to our customers.
This person will be the manager of a team of regional customer service leaders that ensure high-quality service delivery, customer satisfaction, and efficient resolution of customer inquiries and issues. The role requires strong leadership, communication, and problem-solving skills to effectively manage both the team and customer interactions.
What will I be doing?
- Promote a “customer first” environment at all times.
- Provide top-quality service complying with the SLA's defined, helping to ensure customer satisfaction and strengthening customer relationships.
- Define and implement the customer service strategy to maximize customer experience.
- Solve escalated complex and/or high-priority problems when neededDevelop strong relationships with other areas within dLocal to implement changes that positively impact on our merchants' SLA’s adherence.
- Be organized, detail-oriented, take initiative and follow up independently.
- Acquire excellent product knowledge, to guarantee the quality of service provided to customers.
- Push yourself and the team by recognizing and suggesting areas of improvement.
- Interact and work together with the different areas of the company.
What skills do I need?
- Bachelor’s degree in administration or any other related field.
- Passion for customer success and deep interest in understanding client needs.
- Previous experience leading Customer Support teams.
- Excellent interpersonal and communication skills to build effective relationships with customers and work effectively with them.
- Data-driven mindset.
- Great Attitude.
- Ability to learn quickly and be resourceful.
- Fluent in written and spoken English to provide effective communication and support.
- Basic knowledge of SQL is a plus.
- Excel skills are a plus.
What happens after you apply?
Our Talent Acquisition team is invested in creating the best candidate experience possible, so don’t worry, you will definitely hear from us. We will review your CV and keep you posted by email at every step of the process!
