Customer Service Lead

Company Overview & Job Summary

Picnic is a leading DeFi protocol focused on the Brazilian market, aiming to provide retail access to decentralized finance. We are committed to innovation, customer satisfaction, and creating a supportive and inclusive work environment.

We are looking for a dedicated and innovative Customer Service Lead to define and control our CS process, generate performance metrics, and maintain our AI-enhanced knowledge base. This role is critical to ensuring customer satisfaction and driving continuous improvement within Picnic Brasil.

Responsibilities

• Define and control the Customer Service process within Picnic Brasil.
• Generate metrics to demonstrate CS performance and inform product decisions.
• Adequately respond to Customer Service chat and email tickets.
• Maintain and improve the knowledge base, including leveraging AI systems to enhance support efficiency.
• Initially, be the sole member of the Customer Service team, ensuring high standards of service and continuous improvement, with the potential to lead others as Picnic grows.

Qualifications

• Proven work ethic and responsibility.
• Dedication to customer satisfaction.
• Productivity-focused mentality.
• Innovative approach to problem-solving.
• Ability to work autonomously.
• Excellent communication skills in both Portuguese and English.
• Expected experience of 0-2 years (entry level).
• Familiarity with DeFi and blockchain technology (desirable).

Location