Company Description
Experian is a global data and technology company that drives opportunities for people and businesses around the world. We operate in diverse markets, including financial services, healthcare, automotive, agribusiness, insurance, and others. Experian invests in people and advanced new technologies to unlock the power of data. We have an incredible team of 25,200 employees in 32 countries.
Our uniqueness is valuing yours. Experian's people-centered, inclusive, and purpose-driven culture is recognized by numerous awards — including World's Best Workplaces™ 2025 (Top 25 global by Fortune) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers website to understand why. Experian is also proud to be an employer that promotes equal opportunities and affirmative action
Job Description
Do you want to lead an operation that directly impacts the experience of major client companies?
We are looking for someone passionate about customer service, data, continuous improvement, and people development to coordinate our B2B customer service operation focused on Large Enterprises.
Here, we believe that customer experience is built in every interaction, process, channel, and decision. That's why we're looking for someone who goes beyond routine management: a person capable of connecting metrics, customers, teams, and opportunities to transform complex problems into simple, efficient, and scalable solutions.
You will be part of a strategic area, working cross-functionally with Operations, Product, Technology, Sales, Customer Success, Processes, Quality, and other business areas, contributing to the evolution of our B2B customers' journey and to the delivery of an increasingly effective, digital, and delightful experience.
As a B2B Customer Service Operations Coordinator, you will be responsible for leading the customer service operation focused on large corporate clients, ensuring compliance with service levels, quality of interactions, resolution of requests, and continuous improvement of the customer journey.
This person will play a fundamental role in connecting operational routine with customer experience strategy, using data, metrics, and operational insights to identify root causes, reduce friction, propose improvements, and influence partner areas in building simpler, digital, and more efficient solutions.
Qualifications
What we're looking for in you:
- Bachelor's degree in Administration, Engineering, Communication, Marketing, Economics, Technology, Service Management, or related fields.
- Previous experience leading customer service operations, customer service, support, CX, customer relationships, or related areas.
- Experience with B2B customer service, preferably for large accounts, enterprise clients, strategic accounts, or complex operations.
- Experience managing operational and customer experience metrics, such as NPS, CSAT, SLA, AHT, FCR, productivity, quality, and repeat contacts.
- Analytical capability to interpret data, identify trends, investigate root causes, and transform diagnoses into action plans.
- Experience with team management, performance monitoring, people development, feedback, and operational rituals.
- Knowledge of customer service tools, CRM, ticketing systems, or customer relationship platforms.
- Good verbal and written communication, with the ability to adapt messaging for different audiences, including customers, operational teams, and executive leadership.
- Ability to influence and coordinate with multiple areas, managing topics involving operations, business, product, technology, and customer experience.
- Organization, autonomy, sense of priority, and ability to work in a dynamic environment with multiple simultaneous demands.
- Proactive, collaborative, protagonist profile oriented toward continuous improvement.
Differentials:
- Experience with Zendesk, Salesforce, Dynamics, ServiceNow, or similar tools.
- Knowledge of Power BI, advanced Excel, basic SQL, dashboards, or analytical tools.
- Experience in customer service operations at technology, data, financial services, credit, SaaS, fintech, payment, bureau, insurance, or consulting companies.
- Experience with journey mapping and redesign, Service Design, Design Thinking, Lean, Agile, or continuous improvement.
- Knowledge of customer service automation, self-service, chatbots, AI applied to customer service, or knowledge base management.
- Experience managing strategic customers, critical incidents, war rooms, executive committees, or operations with high SLA levels.
- Intermediate or advanced English.
- Postgraduate degree or MBA in Business Management, CX, Operations, Projects, Data, or related fields.
Your main responsibilities will be:
- Coordinate the B2B customer service operation for Large Enterprises, ensuring excellence in process execution, SLA compliance, and consistent delivery of the area's metrics.
- Lead, develop, and monitor the customer service team, promoting high performance, collaboration, protagonism, continuous learning, and customer focus.
- Monitor and manage metrics such as NPS, CSAT, SLA, AHT, FCR/first contact resolution, productivity, quality, backlog, ticket reopening, and reduction of repeat contacts.
- Ensure resolution of customer requests across different service channels, such as digital channels, email, phone, portal, CRM, and other platforms used by the operation.
- Work on identifying root causes of recurring problems, proposing corrective and preventive actions to reduce escalations, rework, handoffs, and dissatisfaction.
- Conduct operational management rituals, monitoring daily performance, volume, team capacity, queues, priorities, risks, and action plans.
- Manage critical cases, escalations, and sensitive situations involving strategic customers, ensuring clear communication, internal alignment, and agile resolution.
- Work cross-functionally with Product, Technology, Sales, Customer Success, Finance, Legal, Processes, Quality, Training, and Continuous Improvement teams.
- Map improvement opportunities in flows, processes, systems, business rules, communication, and customer experience.
- Support the redesign of B2B customer service journeys, contributing to simpler, digital, scalable, and more efficient experiences.
- Ensure quality of service through monitoring, feedback, calibrations, development plans, and standardization of procedures.
- Build analyses, executive reports, and presentations with insights on performance, customer pain points, trends, risks, and improvement opportunities.
- Work on process governance, operational documentation, knowledge base, playbooks, scripts, quality criteria, and escalation flows.
- Propose initiatives for automation, self-service, digitalization, and intelligent use of data to increase efficiency and improve experience.
- Support the implementation of new products, processes, channels, or systemic changes that impact B2B customer service.
- Ensure compliance with internal policies, compliance standards, information security, data privacy, and company quality standards.
Additional Information
Serasa Experian is much more than you imagine. With the purpose of creating a better future, expanding opportunities for people and businesses, in Brazil we have more than 4,000 people working in diverse teams and specialties. Here, every knowledge and diversity complement each other, and you can work on what you love most. We are committed to building an inclusive culture and an environment where people can balance their careers with their personal commitments and interests, prioritizing well-being.
We are dedicated to being one of the best and most innovative companies to work for in the country, enabling incredible experiences and careers for our people. Our strong people-first approach is recognized externally through various market certifications: we have been awarded by Great Place To Work™ in 24 countries and by the international Top Employers certification, and we are recognized as one of the best companies for young professionals with a 4.6 rating on Glassdoor. Each recognition indicates that we are on the right path, providing an increasingly better work environment for our talents.
Experian Careers - Creating a better tomorrow together
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