DocPlanner

CS Ops Specialist

DocPlanner

full-time

Posted on:

Location Type: Remote

Location: São Paulo • Brazil

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Tech Stack

SQL

About the role

  • Lead and execute end-to-end Customer Success (CS) project initiatives, taking direct responsibility for building deliverables, developing analyses, structuring materials, designing workflows, defining processes, and implementing proposed solutions;
  • Translate business objectives and customer experience needs into structured action plans, defining scope, timeline, budget, resources, and success metrics;
  • Coordinate and facilitate project meetings, ensuring effective communication among involved teams and follow-up on agreed actions;
  • Conduct risk analyses and identify potential obstacles to successful project implementation, proposing mitigation measures.
  • Monitor project progress and keep stakeholders informed about status, challenges, and key decisions;
  • Support the identification and evaluation of external vendors when needed to provide additional resources or specialized expertise;
  • Contribute to documentation, continuous improvement, and standardization of processes related to project management and customer experience.

Requirements

  • Bachelor's degree in Business Administration, Engineering, or a related field;
  • Previous experience managing projects within Customer Success;
  • Solid knowledge of agile methodologies (Scrum, Agile);
  • Knowledge of relational databases and SQL for metric creation, data management, and reporting;
  • Experience with process and project management tools (such as Notion, Hive, MS Project) and creating flowcharts to support operational improvements;
  • Fluency in English (some stages of the process will be conducted in English).
Benefits
  • Work schedule: Monday to Friday, 9:00 AM to 6:00 PM;
  • Time-bank system for compensatory time off;
  • Home office allowance;
  • Meal/food allowance on a flexible iFood card;
  • Medical and dental assistance, and group life insurance;
  • Childcare assistance;
  • StarBem program for mental health and well-being;
  • iFeel app for emotional support;
  • Wellhub coverage for you and up to 3 dependents;
  • Pet plan extending care to your pet;
  • Birthday day off and company anniversary day off so you can celebrate as you prefer;
  • Partnerships club with offers on condominiums and discounts from educational institutions, including universities and language schools;
  • Special leave policies: 10 days for the death of a loved one; 2 days for the death of a pet; 7 days for marriage; 30 days for the father upon the birth of a child and 6 months for the mother;
  • Referral program offering up to R$600 for referrals who remain with us for more than 6 months.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementagile methodologiesScrumSQLdata managementreportingprocess improvementflowchart creation
Soft Skills
communicationcoordinationrisk analysisproblem-solvingstakeholder management