Sr Manager, Partner Support

ClassPass

Brazil, Brazil
**
B2b support delivery
Multi-channel support operations
Customer support operations
** ClassPass is seeking a Senior Manager for Partner Support in Brazil, responsible for leading a team of support supervisors and agents to enhance customer experience across various channels. The ideal candidate will have extensive experience in customer support operations, particularly in managing outsourced teams and B2B environments. **

Job Summary

  • Lead, coach, and develop a team of support supervisors and agents across internal and outsourced partners.
  • Own and drive key support KPIs including CSAT, First Contact Resolution (FCR), Average Handle Time (AHT), Service Level, Chat/Email Response Times, and Quality Scores.
  • Collaborate with CX, Product, and Operations leadership to represent the voice of the B2B customer.

Matching Summary

Match Score: 75

** ClassPass is seeking a Senior Manager for Partner Support in Brazil, responsible for leading a team of support supervisors and agents to enhance customer experience across various channels. The ideal candidate will have extensive experience in customer support operations, particularly in managing outsourced teams and B2B environments. **

Skills & Requirements

Must-have

  • B2B support delivery
  • multi-channel support operations
  • customer support operations
  • vendor accountability
  • data-driven continuous improvement

Nice-to-have

  • intentional living platform
  • meaningful real-world connections
  • active balanced lifestyles
  • inspiring experiences

Key Requirements

  • 5+ years customer support/success operations
  • 2-3 years people management
  • managing outsourced/BPO teams
  • managing B2B support in SaaS/tech
  • multi-channel support experience

Work Rights

Not specified

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