Customer Experience Supervisor (Healthtech)

TL;DR

Customer Experience Supervisor (Healthtech): Leading a patient experience team in Rio de Janeiro to support a UK customer base with an accent on team coaching, performance optimization, and process improvement. Focus on scaling operations, leveraging AI translation for support, and driving high-quality patient care outcomes.

Location: Hybrid (Rio de Janeiro, Brazil) — must be able to work from the office 2 days per week

Company

A fast-growing digital health company focused on building the future of healthcare.

What you will do

• Manage and coach a team of Patient Experience Specialists to drive high performance and quality standards.
• Establish a strong team culture based on end-to-end ownership and high personal accountability.
• Analyze patient contact trends and feedback to lead initiatives for process improvement.
• Collaborate with Product, Operations, and Clinical teams to remove roadblocks for patients.
• Utilize data to track performance, set ambitious targets, and drive continuous improvement.

Requirements

• Full fluency in English (required for daily communication and serving UK patients).
• Based in Rio de Janeiro with the ability to work from the office 2 days per week.
• Experience in leadership or team support in fast-paced environments.
• Strong organizational skills and the ability to balance multiple priorities.
• Proficiency in using data to track performance and make informed decisions.

Nice to have

• Previous experience in health tech.

Culture & Benefits

• Equity stake via Stock Option Plan.
• Health insurance and Gympass membership.
• Meal/Food vouchers (R$40/day).
• Professional development with Cambly English courses.
• Family-friendly benefits including 5-month maternity leave and childcare allowance.