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Customer Operations Lead, LATAM

 

Customer Operations Lead, LATAM

  • São Paulo, Brazil
  • Full-time
  • Customer Success

About Pinterest:

Millions of people across the world come to Pinterest to find new ideas every day. It’s where they get inspiration, dream about new possibilities and plan for what matters most. Our mission is to help those people find their inspiration and create a life they love. As a Pinterest employee, you’ll be challenged to take on work that upholds this mission and pushes Pinterest forward. You’ll grow as a person and leader in your field, all the while helping users make their lives better in the positive corner of the internet.

We consider businesses our customers on Pinterest, as they play a big role in providing the content that helps people discover and save the things they love. We’re looking for a motivated self-starter to join our Customer Operations team and help our global customers, big and small, get discovered by millions of people looking for things to plan, buy and do. You’ll work directly with our customers to answer questions, solve problems, and you’ll take the insights you gain to our product and engineering teams to help make Pinterest even better. The work you will do will drive a better user experience for our customers and ensure that Customer Operations is connected to the direction of our growing product. 

The LATAM Support Lead role will be responsible for the quality of support provided by the support team handling the LATAM market. She/He will drive performance of the frontline agents handling incoming contacts from account managers, partner managers, advertisers, and others who have an issue using Pinterest platform to advertise or sell products

What you’ll do:

  • Hire, lead, manage and develop Support Specialists who are responsible for supporting customers to unblock issues with Pinterest’s business products suite
  • Participate in selection of and assist in managing outsource vendor who will be responsible for supporting customers 
  • Holistically own your Pinterest LATAM market; accountable for strategic initiatives and overall performance of customer service delivery
  • Coach Support Specialists to identify product limitations, feature enhancements and develop insights to improve user experience
  • Responsible for executing, measuring and sharing in region performance service delivery results
  • Serve as a strong cross-functional leader to facilitate successful execution of product launches, regress bugs and develop localized product strategy
  • Leverage areas of expertise to improve the effectiveness of Customer Operations support 

What we’re looking for:

  • BS/BA degree required
  • 5+ years of work experience, with 1+ years of people management experience 
  • Ability to operate independently and demonstrate strong decision making. Knows when to escalate and seek appropriate support  
  • Experience leading and owning cross functional projects, advocating, negotiating and driving results
  • Experience in managing an outsourcer vendor 
  • Excellent communication skills
  • Experience with triaging and troubleshooting technical products / platforms (ex. ad networks
  • Google Analytics, conversion tracking, APIs) for business customers with a client service mindset
  • Fluent in Portuguese and English
  • Passion for Pinterest’s mission, supporting businesses and improving the product experience
  • Ability to thrive in a fast paced, dynamic environment

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Get to know us:

Our mission

Hear what CEO Ben Silbermann has to say about how Pinterest chooses to do the right thing on the internet.

Supporting our Pinners and Pinployees

Since COVID-19 upended life as we knew it, Pinners began using Pinterest differently than before, and Pinployees have a drastically new set of needs. Learn more about our response to and support of these new priorities, with well-being and self care at the forefront. 

Our commitments to inclusion and diversity

We are listening and acting. Read about the actions Pinterest is taking to increase inclusion and representation on our platform and at our company, and our commitments in support of other organizations. 

Our Employee Resource Groups

Pinterest is home to 10+ ERGs, hear from them on how they're inspiring and staying inspired at Pinterest.

What's new on the platform

Want to stay up to date on what Pinterest is up to? Check out our Newsroom!

We’re looking for all kinds of people


To build an app that’s used and loved by people all around the world, we need a team with all kinds of different perspectives, experiences and backgrounds.

To put it legally: Pinterest is an equal opportunity employer and makes employment decisions on the basis of merit. We want to have the best qualified people in every job. Pinterest policy prohibits unlawful discrimination based on race, color, religion or religious creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, age, marital status, status as a protected veteran, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), or any other consideration made unlawful by applicable federal, state, or local laws. It also prohibits discrimination based on a perception that anyone has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics. All such discrimination is unlawful. Pinterest is committed to compliance with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of Pinterest and prohibits unlawful discrimination by any employee of Pinterest.

Pinterest is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accessibility@pinterest.com.

Pinterest will consider qualified applicants with arrest and conviction records for positions in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Ordinance, and other applicable state or local laws.

Pinterest also participates in the E-Verify program in certain locations, as required by law. See https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf and https://www.e-verify.gov/sites/default/files/everify/posters/IER_RighttoWorkPoster.pdf