Amanda Moura Email & Phone Number

• Lead and empower a team of customer service agents to ensure that students have the best possible onboarding and post-sales experience.• Implement strategies to maximize team efficiency, motivation, and productivity, using KPIs.• Monitor and analyze team goals and objectives, as well as Customer Success department's OKRs.• Manage crisis situations and effectively resolve complex problems.• Identify upsell and cross-sell opportunities to increase recurring revenue and LTV (Lifetime Value).• Analyze churn and implement actions for student retention.

• Structure and lead the technical support team.• Ensure that students with technical difficulties receive support to continue their studies.• Train and mentor colleagues to ensure excellence in student service.• Collaborate with technology and product teams to identify and implement user experience improvements.• Identify and propose solutions for errors and bugs in all products.• Structure and support, in conjunction with the courses team, the support team's process during live classes.

• Offer support to students, addressing questions and issues through various communication channels.• Collect feedback from students and forward it to internal teams to improve products and services.• Assist with contract renewals and upselling/cross-selling strategies to increase LTV (Lifetime Value).

• Continuous training and development of service providers.• Effective leadership and team management.• Onboarding of new doctors and service providers.• Accurate administrative routines and adherence to deadlines.• Negotiation with internal and external clients to offer personalized solutions.• Identification and resolution of administrative and customer service problems for external clients.• Cross-selling, upselling, customer retention strategies, and churn prevention.