{"id":3345229,"url":"https://alion.io/job/voy-team-lead-customer-experience","title":"Team Lead - Customer Experience","company":{"id":1985094,"name":"Voy","domain":"joinvoy.com","url":"https://alion.io/company/joinvoy","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Rio de Janeiro, Brazil"],"countries":["BR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":31000,"max_usd":68000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":8},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-27T13:12:11Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-11-01T17:47:07Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"This is an exciting opportunity to join one of the fastest-growing digital health companies in the world and help build the future of healthcare. We are forming a new team to serve exclusively our UK customer base. As this role will operate directly with UK patients and stakeholders, English will be the primary working language and you will be expected to communicate confidently in English on a daily basis. Your goal is to lead a world - class patient experience team, ensuring our patients UK get seamless, high-quality support throughout their journey. You’ll be responsible for managing a team of agents who supporting our UK customers using AI Translation, developing processes, and driving performance - making sure we’re delivering the best possible care while also operating efficiently.\nThis is a rare opportunity to take ownership of a team and shape how we support patients based in the UK at MANUAL and Voy. You’ll play a key role in optimising our operations, scaling the team effectively, and ensuring we’re always improving the experience we offer.\nYou’re someone who thrives in a fast-moving environment, enjoys solving problems, and knows how to inspire and develop a team to deliver outstanding service.\nThis role is an English speaking role, looking after our UK customer patients. You'll need both strong English and Portuguese written and spoken communication.\nWhat you’ll do\nManaging a team of Patient Experience Specialists, setting clear expectations and driving performance\nCoaching and developing your team, ensuring every agent has the support and guidance to succeed\nBuilding a strong team culture grounded in end-to-end ownership and high personal standards - empowering every agent to take responsibility, uphold quality, and consistently deliver the best possible experience\nIdentifying trends in patient contacts, feedback, and complaints- then leading initiatives to improve our processes\nWorking closely with cross-functional teams (Product, Operations, Clinical) to remove roadblocks and make it easier for patients to get the help they need\nUsing data to track performance, set ambitious targets, and drive continuous improvement\nHow you operate\nThink big - you're inspired by frighteningly ambitious solutions to big patient problems and your team’s problems, you approach them from first principles and you have the determination to clear hurdles to get there.\nMove fast - you set just the right pace, you collaborate well and you're a clear communicator that can quickly understand patient problems and develop long lasting, efficient solutions.\nMake it better - you think about the bigger picture, you have a growth mindset with yourself and others (including a healthy relationship with feedback), you're hard on problems not people and do whatever you can to help our patients and your team.\nWhat we need from you\nFull professional fluency in English and Portuguese, with confidence communicating verbally and in writing in English every day. You should be comfortable leading conversations, giving feedback, and collaborating with international teams in English.\nPrevious leadership or team support experience in a fast-paced environment (e.g., health tech) is a plus, but not essential.\nYou’re passionate about coaching and developing people - you love seeing your team succeed\nYou’re highly organised and comfortable balancing multiple priorities\nYou’re comfortable using data to track performance and make informed decisions\nYou have a “roll up your sleeves” attitude - if something needs fixing, you’re happy to get stuck in\nYou’re excited about what we’re building at MANUAL and want to help shape the future of patient experience","description_format":"text","description_chars":3681,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Portuguese","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Telemedicine & Virtual Care","Weight Management","Medical Laboratories","Pharmacies"],"lifecycle":[{"event":"open","at":"2026-10-27T16:58:44Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":4,"expected_fill_days":22,"reasons":["conf:0","win:early"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/voy-team-lead-customer-experience","json_url":"https://alion.io/job/voy-team-lead-customer-experience.json","meta":{"generated_at":"2026-11-01T19:33:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":29981,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1985094},"rest":"https://alion.io/mcp/rest/get_company?id=1985094"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvoy-team-lead-customer-experience"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvoy-team-lead-customer-experience"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvoy-team-lead-customer-experience"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/voy-team-lead-customer-experience\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvoy-team-lead-customer-experience"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3345229}},{"tool":"search_jobs","arguments":{"company":"joinvoy.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3345229},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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