Customer Care Lead

hace 1 mes


Quito mattilda.
Customer Care Lead - Ecuador

Acerca de Mattilda
En Mattilda, estamos redefiniendo la gestión financiera en el sector educativo de América Latina,


Nuestra misión es clara:

ser el corazón financiero, y el aliado financiero de los colegios y universidades de la región, Ofrecemos soluciones de software para la administración de pagos y cobranza y acceso a financiamiento que no han podido obtener de fuentes tradicionales como bancos,,.

Nuestra plataforma digital facilita a las escuelas un orden en sus finanzas y proporciona a los padres métodos de pago flexibles y eficientes, Contamos con operaciones en México, Colombia y Ecuador.

Nuestra historia está respaldada por cofundadores con experiencia en educación y capital privado, y contamos con el apoyo de inversionistas globales líderes en fintech y edtech

Descripción del Rol

Buscamos un líder motivado para supervisar los esfuerzos de experiencia al cliente (Customer Success), la mejora en el servicio y la gestión de las relaciones con clientes clave para nuestra operación en Ecuador.

Este rol combina la gestión de cuentas estratégicas (Key Account Management) con el liderazgo del equipo, y es responsable de actuar como la primera línea de escalamiento entre el equipo de ventas, finanzas, los padres de familia y el colegio.

El objetivo principal es maximizar el crecimiento rentable, asegurar el éxito continuo de los clientes y garantizar un excelente nivel de servicio.


  • Liderazgo y Gestión de Equipo
Liderar y desarrollar al equipo de KAMs.
Garantizar un ambiente de trabajo positivo y alineado a la cultura de mattilda.
Diseñar y ejecutar planes de entrenamiento y retroalimentación.

  • Estrategia de Customer Success y Portafolio
Analizar datos de cobranza y CS para identificar riesgos, patrones y oportunidades de upsell.
Liderar la relación con clientes clave y coordinar su onboarding.
Resolver incidencias que afecten pagos y supervisar tickets escalados cumpliendo SLA.
Maximizar el uso de la plataforma por parte de los colegios.

  • Alineación Interfuncional y Producto
Ser puente entre ventas, marketing, finanzas, operaciones y producto.
Recolectar y estructurar feedback de clientes para mejoras del producto.
Participar en la priorización del roadmap de producto.

  • Reporte y Mejora Continua
Detectar cuellos de botella e ineficiencias y proponer acciones correctivas.

Requisitos

Formación:
Pregrado concluido en Administración, Ingeniería, Economía o carreras afines.

Experiencia:

Experiencia comprobada como líder de servicio al cliente, contact center o en roles de Revenue Operations / Customer Success.

Experiencia con SaaS o empresas de tecnología con alto volumen y crecimiento,.

Sector:
Experiencia trabajando con el sector de educación privada es un plus.

Habilidades de Liderazgo:
Excelentes habilidades de comunicación verbal y escrita,, liderazgo interfuncional, y pensamiento estratégico.

Habilidades Técnicas:
Dominio avanzado de Excel/Google Sheets, y/o manejo de bases de datos. Se prefiere experiencia con Zendesk, Guschat o un CRM similar para manejo de campañas.

Beneficios de Trabajar en Mattilda
Ser parte de una startup dinámica, regional y con proyección de crecimiento acelerado.
Impactar la vida de miles de familias y colegios en América Latina.
Crecimiento profesional y oportunidades de desarrollo en un entorno de alto desempeño.
Compensación competitiva.
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