Customer Success Operations Specialist

Company Description

Do you want to work on the largest healthcare platform in the WORLD?

We are Doctoralia, a Docplanner Group company, present in 13 countries, responsible for serving more than 55 million patients and processing more than 15 million appointments per month!

We currently have more than 2 million healthcare professionals in our database, totaling approximately 10 million patient evaluations to date.

Our mission is to “make the healthcare experience more human.”
Through a diverse range of services, we are able to serve different audiences: our marketplace, which allows patients to schedule and evaluate appointments and doctors at any time of the day or night; and our SaaS system (Software as a Service) aimed at optimizing office management, patient flow and online bookings. All this through an internet platform and our iOS/Android apps.

Job Description

We are looking for a hands-on professional with a knack for data analysis and project management to help us improve the efficiency of our Customer Success (CS) teams. This professional will be responsible for identifying areas for development and implementing solutions that enhance the daily operation processes - optimizing efficiency through new and current tools while improving overall team performance.

What you will do in this role:

• Manage the entire lifecycle for Business Excellence projects within the CS umbrella - from ideation to implementation;
• Verify hypotheses through data analysis (utilizing tools like SQL) and relevant market insights, while offering potential solutions to operational issues;
• Carry out tests and extract key insights from CRM data (HubSpot);
• Collaborate with various stakeholders, to gather requirements and identify blockers towards operational efficiency;
• Facilitate monthly performance review meetings, showing progress and areas for improvement to the relevant teams.

Qualifications

What makes you a strong fit:

• Extensive experience spearheading complex projects that relate to Customer Success and/or Sales Operations - from integrations to segmentation and optimization;
• A good understanding of CRM (HubSpot) workflows;
• Great SQL skills applied to business Data Analysis;
• Excellent communication skills in both English and Portuguese (written and spoken). 

Additional Information

Our working hours are from Monday to Friday, from 9 am to 6 pm;
And our benefits:

• Need to work beyond your usual hours? We have a compensatory time off system in place;
• For the commute, we offer Vale-Transporte;
• We offer a Meal Voucher, but if you enjoy cooking at home, you can replace it with a Food Voucher, for the same amount, or do half and half, making life easier for those who are 100% remote or hybrid;
• We offer Medical, Dental, and Group Life Insurance;
• Did you think your Pet would be left out? Of course not! We offer Plano Pet, which extends care to your furry companion;
• Access to the iFeel app, for emotional comfort, which combines traditional psychology with AI, helping you through those tough days;
• ApoioPass offers free professional support and guidance in the psychological, legal, economic, and social areas, providing support for those, more delicate issues;
• What about that fitness life? We offer Gympass for you and up to 3 dependents! Because working out alone is really boring, right?
• Creditas: Payroll loan services, eligible after 6 months of employment;
• Stock Options - eligible after 6 months of employment (5 years grace period) - YES! You become a shareholder;
• Everyone has a birthday, right? Our present, for you, is a Birthday Day Off, so that you can celebrate the way you prefer, with the ones you love the most. Also, we celebrate our work anniversary as our own day off;
• Our work licenses are special here: in the event of the passing of loved ones, we offer 10 days off; if your pet passes away, we offer 2 days. Got Married:? 7 days of rest! Did the baby arrive? We offer 30 days for Dads and 6 months for Moms;
• For moms and dads ‘on duty’, we have Daycare Assistance;
• We have a robust Partnership Club, with discounts ranging from teaching institutions, such as colleges and language learning services, all the way to exclusive banking benefits;
• Do you like working here? Then refer a friend or relative! We love having family and friends around! Our New Warriors Referral Program offers up to R$600 per person who stays with us for more than 6 months;

Other information:
Contract Type: CLT.

We promote and embrace equal opportunities in our hiring process, and also every day at work. When you apply for our roles you receive equal treatment regardless of age, disabilities, gender reassignment, marital or civil partner status, pregnancy or parental status, race, color, nationality, ethnic or national origin, religion or belief, sex, sexual orientation or any other dimension of human difference. If you require additional support in your recruitment process, we kindly encourage you to let us know. Behind those words you’re reading, there’s a person (hi!) who already helped a candidate by adapting the interviews, and now we’re lucky to have this person with us. So, even if you’ve never asked for it before, may this serve as a sign that, now, you can do so. We can only truly be equal if we adapt to each other.