Customer Success Assistant Manager

Responsibilities

• Lead and manage frontline customer service operations to ensure peak efficiency and exceptional care.
• Analyze data to generate reports, identify root causes of issues, and establish action plans for KPIs and service quality.
• Provide coaching and performance management to Customer Service Team Leaders to maximize operational efficiency.
• Collaborate with the Customer Service Manager and other departments to resolve staffing and operational challenges.
• Champion process improvements by identifying shortcomings and implementing solutions across the organization.
• Support Workforce Management (WFM) processes, including staffing adjustments based on call volume patterns.
• Interface with regional offices in Mexico and Brazil to ensure interdepartmental alignment.

Requirements

• Minimum of 3 years of people management experience in a Customer Service or Contact Center environment.
• Strong knowledge of call center operations, including SLAs and KPIs.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and other productivity software.
• Fluency in both Portuguese and English is mandatory.
• Strong leadership, problem-solving, and analytical reporting skills.

Preferred Qualifications

• Experience in a logistics or fast-paced startup environment.
• Proficiency in Spanish.
• Knowledge of call center software and performance management techniques.

About the Company

Lalamove is a leading logistics technology company that connects millions of drivers and customers every day. Since 2013, we have been at the forefront of the industry, providing innovative, fast, and simple delivery solutions. We are dedicated to making a positive impact on local communities through our best-in-class technology.