Customer Experience Supervisor, CS, SDR

Amorim Global

Supervisor(a) de Customer Success e SDR na consultoria Amorim Global. Focado em garantir a excelência na jornada do cliente e liderar equipes de CS e SDR.

Posted 4/30/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Performance and Quality Management: Oversee the day-to-day operations of CS and SDR teams, ensuring SLAs are met, superior service quality, and an optimized prospecting cadence.
Strategic Data Analysis: Monitor and analyze key metrics such as NPS, retention rate, lead volume, connection and qualification rates, turning data into actionable insights for continuous improvement.
Leadership and Conflict Resolution: Serve as the focal point for critical cases and escalations, providing exemplary technical and behavioral support to the team.
Process Optimization: Proactively identify bottlenecks in the customer journey and propose and implement concrete, innovative improvements.
Talent Development: Drive continuous growth of team members through structured feedback, individualized performance coaching, and technical training programs.
Strategic Alignment: Implement and review operational playbooks in collaboration with Sales and Marketing, ensuring cohesive alignment across acquisition, conversion, and retention, with a holistic view of the sales funnel.

Requirements

What you’ll need

Proven experience in Customer Success, SDR, or Sales.
Ability to manage multiple priorities and projects simultaneously.
Proficiency with CRM tools (e.g., HubSpot, Salesforce, or similar).
Analytical skills to interpret metrics, identify deviations, and make data-driven decisions.
Excellent written and verbal communication in Portuguese.
Advanced English — our clients and partners are global.
Experience in high-value services firms or consulting.
Experience implementing or revising playbooks.

Benefits

Comp & perks

Corporate University

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisperformance managementprocess optimizationcustomer successsales development representative (SDR)project managementmetrics interpretationplaybook implementation

Soft Skills

leadershipconflict resolutioncommunicationcoachingteam developmentstrategic alignmentproblem-solving