Customer Experience Supervisor

About the Position

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 in Rio 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 in the UK get seamless, high-quality support throughout their journey. You’ll be responsible for managing a team of agents who support our UK customers using AI Translation, developing processes, and driving performance - making sure we’re delivering the best possible care while also operating efficiently.

This is a rare opportunity to take ownership of a new team based in Rio and shape how we support patients based in the UK at MANUAL and Voy. You’ll play a key role in optimizing our operations, scaling the team effectively, and ensuring we’re always improving the experience we offer.

You’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.

Responsibilities

• Managing a team of Patient Experience Specialists, setting clear expectations and driving performance
• Coaching and developing your team, ensuring every agent has the support and guidance to succeed
• Building 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
• Identifying trends in patient contacts, feedback, and complaints - then leading initiatives to improve our processes
• Working closely with cross-functional teams (Product, Operations, Clinical) to remove roadblocks and make it easier for patients to get the help they need
• Using data to track performance, set ambitious targets, and drive continuous improvement

Requirements

• Full 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.
• Previous leadership or team support experience in a fast-paced environment (e.g., health tech) is a plus, but not essential.
• You’re passionate about coaching and developing people - you love seeing your team succeed
• You’re highly organized and comfortable balancing multiple priorities
• You’re comfortable using data to track performance and make informed decisions
• You have a “roll up your sleeves” attitude - if something needs fixing, you’re happy to get stuck in
• You’re excited about what we’re building at MANUAL and want to help shape the future of patient experience
• You can work from our Rio office 2 days per week

We Offer

• Meal/Food voucher (R$40/day).
• Gympass.
• Cambly English course.
• Health insurance.
• 5-month maternity leave.
• Childcare allowance.
• A fun and friendly work environment with a highly motivated team.

About the Company

Healthcare is broken. We’re fixing it - and we need your help.

Back in 2019, we launched MANUAL to tackle men's health (starting with hair loss and sexual health). A few years later, we launched Voy with a focus on weight loss. But our ambition has always been bigger. Healthcare too often treats conditions in isolation, not people as a whole, and we're on a mission to prove there's a better way.

In 2025, we evolved from MANUAL into Voy, a brand built for the long game: supporting people through every stage of life, not just a single diagnosis. Today, we support over 1 million members across the UK, Germany and Brazil, delivering personalized care across weight loss, menopause, hair loss and TRT (with more categories on the way).

Ready to join us and change how healthcare feels for millions of people?