Senior Customer Onboarding – Sao Paulo

About the role

CloudKitchens is looking for a Senior Customer Onboarding professional to lead the onboarding experience for restaurant partners in São Paulo. You will ensure a smooth transition from sales to operations, drive process excellence and support the rapid growth of the online food‑delivery ecosystem.

Key responsibilities

• Standardize support workflows and create seamless hand‑offs with internal teams.
• Analyze KPIs, identify bottlenecks and implement proactive solutions to improve client satisfaction.
• Act as the final escalation point for complex client issues, balancing technical skill with empathy.
• Integrate and manage AI agents and automation within the support stack.
• Collaborate directly with leadership to make fast, data‑driven decisions.

Required profile

• 2–4 years of experience in Support or Customer Success, with a proven record of leading small teams.
• Strong analytical mindset and comfort working in a fast‑changing environment.
• Willingness to work 100 % on‑site and engage in hands‑on support during peak periods.
• Bilingual communication skills in English and Spanish are highly valued.

Required skills

• Advanced Excel proficiency.
• Experience with Zendesk (preferred).
• Familiarity with Intercom (preferred).

What we offer

• Opportunity to shape the future of online food delivery in a rapidly expanding market.
• Collaborative environment with mentorship from experienced leaders.
• Direct impact on the success of restaurant partners and local communities.