Brand Customer Lead
hace 2 semanas
Descripción del puesto
¿Listo/a para marcar la diferencia en el e-commerce de Latinoamérica?
En Infracommerce, somos expertos en llevar el comercio digital a otro nivel. Nos movemos al ritmo de las tendencias y nos adaptamos a los cambios para crear soluciones innovadoras para marcas líderes. Buscamos a alguien que no solo siga el ritmo, sino que también lo marque.
Hoy, tenemos una oportunidad para un/a Brand Customer Lead que quiera ser parte de este desafío.
¿Cuál será tu impacto?
Gestionar la operación de atención al cliente de marcas asignadas, garantizando una experiencia consistente y alineada a los estándares de servicio. Será responsable de analizar KPIs, monitorear SLAs y coordinar acciones con equipos internos para asegurar el cumplimiento de los objetivos.
Tus responsabilidades serán
Monitorear el cumplimiento de los SLAs comprometidos con cada marca y proponer planes de mejora.Analizar KPIs de performance y generar reportes con foco en eficiencia y calidad del servicio.Coordinar acciones entre las áreas de Customer Service, Revenue y Marca para optimizar la operación.Requisitos
Para lograrlo, necesitarás...
Experiencia en gestión de equipos o procesos de atención al cliente en entornos eCommerce.Conocimiento de indicadores de performance (SLA, NPS, TMO, backlog) y herramientas de gestión.Capacidad analítica, orientación a resultados y excelentes habilidades comunicacionales.Deseable
Experiencia previa en full commerce o gestión multicanal (mail, chat, redes, WhatsApp).Conocimiento de plataformas VTEX, Zendesk o similares.Actitud proactiva, mirada comercial y capacidad para liderar equipos internos o externos.Si te identificas con...
Abrazar el cambio con un enfoque ágil.Tener curiosidad y buscar aprender constantemente.Valorar la colaboración y la creatividad como pilares del éxito.Súmate y deja tu huella en el comercio digital de la región
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