Gerente de Customer Service - São Paulo/SP

Lead the Monee CS team: around ~30 people, handling CS end-to-end for Monee (financial services); CS Operating Model: Build and lead the end-to-end CS operating model (multi-channel), defining workflows, tiering logic, handoffs and escalation rules; BPO Performance Governance: Own L1 vendor governance (SLAs, scorecards, calibrations, staffing assumptions) and drive performance action plans; In-house Complex Support: Lead the in-house L2/L3 structure, including triage, specialist workflows, compl