Customer Experience Team Lead

• 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

• 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

• 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