Overview
Customer Success / Customer Experience Specialist Jobs in Lisbon Metropolitan Area at grupoGBI
Title: Customer Success / Customer Experience Specialist
Company: grupoGBI
Location: Lisbon Metropolitan Area
Customer Success / Customer Experience Specialist
We’re looking for a data-driven Customer Success / Customer Experience Specialist to join our team and help elevate the quality of our customer interactions and overall experience. This role combines analytical depth with direct customer engagement to drive meaningful improvements across the customer journey.
What You’ll Do
Customer Interaction & Success
- Engage directly with customers meetings, or via email, chat, and calls to support their needs and ensure a positive experience.
- Act as a trusted point of contact for customers, helping resolve issues and improve satisfaction.
- Gather qualitative feedback from customer interactions and translate it into actionable insights.
- Support onboarding and ongoing customer engagement initiatives to drive adoption and retention.
Quality Assurance
- Monitor and evaluate customer interactions (calls, emails, chats, tickets) against defined quality standards.
- Develop and continuously improve QA frameworks, scorecards, and metrics.
- Identify performance gaps, compliance issues, and opportunities for improvement.
- Deliver regular QA reports with clear, actionable insights.
- Partner with team leads to implement improvement plans and corrective actions.
Analytics & Reporting
- Analyze Customer Experience and Customer Success metrics (NPS, CSAT, SLA, response times, etc.).
- Identify trends, behavioral patterns, and potential risks to customer satisfaction and retention.
- Build dashboards and reports to track KPIs and performance.
- Support strategic decision-making through data-driven insights.
Continuous Improvement & Collaboration
- Ensure alignment between the promised and delivered customer experience.
- Collaborate cross-functionally with Customer Success, Operations, and Product teams.
- Support training and coaching initiatives based on QA and performance insights.
- Contribute to process, workflow, and tool optimization.
What We’re Looking For
- Customer-first mindset.
- Bachelor’s degree in Business, Engineering, Statistics, Economics, Psychology, Data Analytics, or a related field.
- Previous experience in Customer Success, Customer Experience, Quality Assurance, or analytical roles (preferred).
- Experience in customer-facing roles (support, success, or account management) is highly valued.
- Strong analytical skills and data-driven thinking.
- Proficiency in reporting and analytics tools (advanced Excel/Google Sheets, Power BI, Tableau, or similar).
- High attention to detail and critical thinking.
- Strong written and verbal communication skills.
