Customer Success
- BR
- Sales & CS
At Billor, short for Bill of Rights, we are dedicated to building the largest trucking ecosystem in the US focused on the truck driver. We combine FinTech, Technology, and Freight Management to help every truck driver achieve their dream of truck ownership. Our mission emphasizes freedom, responsibility, and efficiency, ensuring drivers can maximize productivity and enjoy more time with their loved ones.
Find out more about the company here: https://billor.us/
If you are passionate about Customer Success and want to make a difference in the daily lives of drivers and customers, join our team!
Responsibilities:
- Hold welcome calls for new drivers, ensuring they understand the processes and have the tools they need to succeed.
- Monitor and manage drivers' rest time, providing support when necessary.
- Assist drivers with issues related to supplies and proactively resolve possible problems.
- Conduct regular calls with active drivers for follow-up and problem resolution.
- Satisfaction survey (CSAT and NPS): Conduct surveys to measure the level of satisfaction of drivers and customers, ensuring that feedback is addressed and implemented.
- Plan and execute campaigns to increase driver engagement and retention.
- Manage communication and monitoring of vehicle safety and maintenance campaigns.
- Develop and send mass communications to keep drivers and customers informed about important updates.
- Create and share training materials for drivers and customers.
- Monitor and update driver rankings based on performance metrics, creating gamification.
- Collect feedback from drivers after cancellation, seeking to identify improvements in the process.
- Manage the contract termination process and ensure completion of all termination steps.
Requirements:
- Fluent in English and Portuguese.
- Fluency in Brazilian Portuguese (speaking, reading, and writing).
- Previous experience in Customer Success, preferably in the transport or logistics sector.
- Ability to manage customer relationships and resolve problems.
- Ability to analyze data and use metrics like CSAT and NPS.
- Excellent communication and organization skills.
- Proactivity and focus on results.
Attention:
- Work in Brazil.
- Living in Joivilhe Santa Catarina or availability to move to the city.
- Legal Entity Contract.