This is an exciting opportunity to join our Global Patient Experience Team. Based in Sao Paulo and working directly with our Global Patient Experience Team (located in Brazil and England).

Your goal is to build and lead a world-class patient experience team, ensuring our UK patients get seamless, high-quality support throughout their journey. You’ll be responsible for managing a team of agents, 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 growing team and shape how we support our UK patients at Voy MANUAL. You’ll play a key role in optimising 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. 

This role is based in São Paulo, but you'll work directly with our UK Team. So fluency in English is a requirement. 

What you'll do

• 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

How you'll work

• Think 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.

• Move 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.

• Make 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.

Role requirements

• Full Fluent in English and confident speaking english every day

• 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 organised 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 São Paulo office 2-3 days per week

Benefits

• Competitive salary according to experience;

• Wellhub;

• English course through Cambly;

• Health insurance;

• 5-month maternity leave;

• Childcare allowance;

• Meal/food voucher of R$31 per day;

• Collaborative and diverse work environment with strong opportunities for growth