Moura's Cleaning Service

Customer Success Manager

• Lead, develop, and monitor team performance.
• Provide structured feedback and continuous follow-up.
• Identify technical and behavioral gaps.
• Build individual and team development plans.
• Develop new leaders within the operation.
• Foster a high-performance, collaborative, and accountable environment.
• Structure and optimize internal processes.
• Ensure operational efficiency and scalability of the area.
• Map bottlenecks, propose improvements, and monitor their implementation.
• Develop documentation, workflows, training, and best practices.
• Ensure compliance with SLAs and departmental KPIs.
• Define, track, and analyze operational metrics.
• Ensure productivity, quality, and efficiency of customer service.
• Promote data-driven continuous improvement.
• Manage productive capacity and intelligent demand allocation.
• Work closely with the team and operations.
• Step into operational tasks when necessary.
• Serve as a reference for professionalism, commitment, and execution.
• Lead by example, not just by delegation.
• Be present for the team's day-to-day challenges.
• Report results, risks, and opportunities to the executive team.
• Anticipate issues before they impact operations.
• Present action plans and structured solutions.
• Lead continuous improvement projects and the evolution of the function.

Head of Customer Success – Operations

• Organizar e gerenciar o fluxo de demandas do projeto: passar tarefa, receber entrega, cobrar prazo e destravar bloqueio.
• Coordenar o time e os fornecedores (copy, design, tráfego, edição, infra/dev), mantendo todo mundo alinhado e produzindo.
• Priorizar entregas com base no que move resultado, e proteger o cronograma dos lançamentos.
• Garantir que a estrutura necessária pra cada oferta esteja pronta e no ar (página, checkout, área de membros, tracking, entrega) acionando quem faz e conferindo que ficou de pé.
• Antecipar gargalo: enxergar o que vai travar antes de travar e resolver.
• Reportar status da operação de forma clara pra liderança.

Head of Customer Success – Operations

Gestor de Projetos, CRM e Marketing