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ASAAS

Customer Experience Team Lead

ASAAS

. Lead and monitor the daily routine of the N1 support team, ensuring continuous team development, high performance, and alignment with Asaas guidelines .

Posted 9/30/2026full-timeRemote • BrazilSeniorWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in leading Customer Support teams, utilizing data-driven analysis to enhance operational performance and quality metrics. Proficient in root-cause analysis and action-plan management to drive continuous improvement in customer experience.

Highest-signal resume keywords
Customer Support LeadershipRoot-Cause AnalysisOperational Metrics AnalysisCross-Functional CollaborationAction-Plan Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Customer Service Metrics AnalysisRoot-Cause AnalysisAction-Plan ManagementGovernance MethodologiesData-Driven CommunicationAnalytical Problem Solving
Soft Skills
Team DevelopmentHigh Performance LeadershipStrategic Communication
Tools & Technologies
Zendesk
Industry Keywords
Customer ExperienceFinTechGovernance RoutinesCSATAHT5 WhysIshikawaPDCA5W2HCOPC

About the role

Key responsibilities & impact
  • Lead and monitor the daily routine of the N1 support team, ensuring continuous team development, high performance, and alignment with Asaas guidelines
  • Analyze operational and quality metrics in Zendesk to identify the root causes of failures and bottlenecks
  • Execute the R3G results-governance cycle as part of the cell’s weekly management routine
  • Apply structured root-cause analysis to deviations and lead action plans with an owner, deadline, target, and closed-loop follow-up
  • Map contact patterns and containment opportunities, transferring repetitive transactional work to the partner area
  • Ensure deviations are closed-loop, tracking the results of decisions and actions taken
  • Audit customer interactions through Zendesk to calibrate processes and behavior and raise quality standards
  • Build objective action plans with owners, deadlines, and targets for deviations identified in operations
  • Work in partnership with CX and Product teams
  • Support operations in resolving and escalating complex cases, promoting analyst autonomy

Requirements

What you’ll need
  • Previous experience leading Customer Support or Customer Experience teams in dynamic, high-volume, and highly scalable environments
  • Proficiency in routinely reading and analyzing customer service and operational metrics (CSAT, AHT, etc.)
  • Analytical ability to investigate the root causes of problems
  • Knowledge of management methodologies applied to governance routines, including root-cause analysis (e.g., 5 Whys, Ishikawa) and action-plan management (e.g., PDCA, 5W2H)
  • Data-driven communication and strong cross-functional collaboration skills, with the ability to act as a strategic bridge to partner teams by translating operational deviations and friction points into objective, structured, and well-supported requests
  • Completed or ongoing technical or undergraduate education in a related field is a plus
  • Courses or training in Leadership, People Management, and CX Metrics are a plus
  • Experience with payment methods/FinTechs and/or Zendesk is a plus
  • Experience leading indicator governance using a structured methodology (COPC, R3G, or equivalent) is a plus
  • Eight-hour workday, Monday through Friday
  • CLT employment contract

Benefits

Comp & perks
  • Medical and dental insurance with no copay
  • Life insurance
  • Medication purchase allowance
  • Fitness allowance
  • Four free therapy or nutritionist sessions per month
  • Quick massage at headquarters
  • Flexible food allowance on a Visa card
  • Free food at headquarters
  • Childcare allowance
  • Parental support program
  • Extended maternity and paternity leave
  • In-house training platform
  • Education allowance covering 70% of undergraduate and language-course tuition
  • Allowance for purchasing courses and books
  • Home office allowance
  • Work equipment
  • Furniture allowance
  • Partnership with WOBA for access to coworking spaces throughout Brazil
  • Birthday month day off
  • Happy hour allowance
  • Referral bonus for new hires
  • Bonus based on annual targets
  • Stock option plan
  • No dress code