Customer Operations Coordinator – Travel
Flash
full-time
Posted on:
Location Type: Hybrid
Location: São Paulo • Brazil
Visit company websiteExplore more
Tech Stack
About the role
- People Management
- Build from Scratch: Lead the setup of the customer support operation for a new product, playing a leading role in assembling and scaling the team and ensuring Flash’s culture of delight is the foundation from the very first hire
- Inspirational Leadership: Develop the support team by establishing regular follow-ups, governance and quality and efficiency targets
- Data-Driven Management: Base decisions, feedback and prioritization on clear metrics (KPIs) — using data as a compass to scale the operation sustainably
- Focus on Experience and Satisfaction
- Ensuring Excellence: Monitor and improve customer satisfaction levels, ensuring support is a competitive differentiator
- Customer-Centric Culture: Promote a customer-first mindset within the team so every interaction is guided by empathy and speed
- Friction Reduction: Analyze the user support journey, identify pain points and propose solutions to make the experience as simple as possible
- Coordination and Barrier Removal: Act as a facilitator for the team to remove impediments with partner teams (e.g., AM, Onboarding, Product, Anti-fraud and Legal), ensuring smooth operations, SLA compliance and rapid case resolution
- Operational Intelligence
- Precision Diagnosis: Deeply analyze contact volumes and operational metrics, identifying deviations and optimization opportunities
- Hypothesis Development and Testing: Formulate hypotheses about root causes of low metrics or high volumes. Validate hypotheses by cross-referencing system data/indicators with the qualitative reality observed by the frontline team
- Decomposition and Prioritization (Problem Solving): Break down complex operational problems into smaller steps, create plans and prioritize actions that will deliver the greatest immediate impact for customers and for Flash
- End-to-End Execution and Resolution: Lead the implementation of solutions and drive execution, persuading Continuous Improvement and Product teams when necessary to deliver changes to Operations.
Requirements
- Industry Experience: Previous experience in Operations or Customer Service Management at travel agencies, consolidators, or hotel/air platforms
- Metrics Proficiency: Comfortable working with metrics such as Contact Rate, Escalation, AHT (Average Handle Time), FCR (First Contact Resolution) and Service Level
- Logical and Analytical Thinking: Ability to construct clear lines of reasoning to validate hypotheses and implement data-driven operational improvements
- Experience in Structuring: Prior experience building teams or processes in high-growth environments (startups or new business units).
Benefits
- Flash Card (the beloved pink card!) with flexible benefits: meal allowance, grocery allowance, mobility, health, education, culture and wellness
- Health insurance
- Life insurance
- Extended maternity and paternity leave + childcare assistance
- Day off on your birthday
- Hybrid and flexible work model + home office allowance + in-office experiences
- Exclusive partner discounts via the Flash app
- TotalPass
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisKPI managementoperational metricsproblem solvinghypothesis developmentcustomer satisfaction monitoringprocess optimizationteam buildingcustomer support operationscontinuous improvement
Soft skills
people managementinspirational leadershipcustomer-centric mindsetanalytical thinkingcommunicationcoordinationempathydecision makingfacilitationprioritization