Cx Partners Row Supervisor (Trilingual – English, Spanish & Portuguese)

TL;DR

CX Partners ROW Supervisor: Providing technical and consultative support across multiple channels for hirify.global's Partners ecosystem with an accent on resolving complex issues and ensuring excellence in every interaction. Focus on transforming feedback into continuous improvement and contributing to customer experience strategies.

Location: São Paulo, Brazil (Hybrid)

Company

hirify.global is revolutionizing workplace wellness by connecting employees worldwide to the best partners for fitness, mindfulness, therapy, nutrition, and sleep.

What you will do

• Develop technical and cultural capabilities of the team through 1:1s, performance evaluations, IDPs, and feedback.
• Supervise real-time operations, team schedules, and time tracking.
• Supervise backlog, ensuring SLA compliance and operational flow.
• Highlight impacts and demonstrate urgency and criticality in tickets, while prioritizing action and follow-up on scalable cases (Tickets & Jiras).
• Conduct quality monitoring with structured feedback.
• Contribute to the development and implementation of customer experience strategies and initiatives.

Requirements

• Bachelor's degree completed. Postgraduate is a plus.
• Experienced with CRMs (e.g., Zendesk, Metabase, Darwin, Salesforce) and Analytics tools (e.g., Tableau).
• Knowledge in Google Workspace, Jira, customer experience metrics, and KPIs.
• Knowledge of project management methodologies (Scrum and Agile).
• Experience in people management and development in multichannel customer service teams.
• Familiarity with B2B service and Agile methodology.
• Advanced/Fluent in English, Spanish and Portuguese.

Culture & Benefits

• Free Gold+ membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources.
• Complete emotional wellbeing program with personalized journeys that combine individual therapy sessions (52 per year) and on-demand content.
• Health, dental, and life insurance.
• Flexible work options to give you the freedom to work in a way that suits you.
• Vacations after 6 months and additional 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + an extra holiday for your birthday!
• 100% paid parental leave to all new parents.