Team Lead - Customer Experience (Digital Health)

Location: Hybrid in Rio de Janeiro or São Paulo, Brazil; supporting UK patients and stakeholders.

Company

Digital health company building patient support services for a UK customer base.

What you will do

• Manage Patient Experience Specialists, set clear expectations, and drive performance.
• Coach and develop team members, providing guidance and support for successful delivery.
• Build a team culture based on end-to-end ownership, high standards, accountability, and quality.
• Identify trends in patient contacts, feedback, and complaints, and lead process improvement initiatives.
• Collaborate with Product, Operations, and Clinical teams to remove patient support roadblocks.
• Use performance data to set targets and drive continuous improvement.

Requirements

• Full professional fluency in English and Portuguese, with confidence communicating verbally and in writing in English every day.
• Comfort leading conversations, giving feedback, and collaborating with international teams in English.
• Passion for coaching and developing people.
• Strong organisation skills and the ability to balance multiple priorities.
• Comfort using data to track performance and make informed decisions.
• A hands-on attitude and willingness to resolve operational issues directly.
• Interest in helping shape the future of patient experience.

Nice to have

• Previous leadership or team support experience in a fast-paced environment, such as health tech.

Culture & Benefits

• Fast-moving environment focused on solving patient problems.
• Team culture based on ownership, high personal standards, feedback, and continuous improvement.
• Opportunity to shape patient support operations while scaling a new team.
• Daily work with UK patients and stakeholders in an international setting.