Analista de Suporte ao Cliente

Accountabilities:

• • Provide responsive and high-quality customer support through written channels, primarily email and chat, addressing questions, requests, and reported issues.
  • Investigate customer concerns, identify appropriate solutions, and ensure issues are resolved accurately and within expected response times.
  • Record and monitor customer interactions, maintaining clear documentation and following cases through to resolution.
  • Ensure customers receive timely updates and appropriate follow-up throughout the support process.
  • Collect customer feedback, suggestions, and recurring pain points and communicate relevant insights to Product and other internal teams.
  • Contribute to continuous improvements in customer support processes, workflows, and service quality.
  • Work toward and exceed defined support performance targets while maintaining a strong focus on customer satisfaction and service quality.
  • Monitor key customer service indicators and use performance data to identify opportunities for improvement.

  Requirements:

  • Previous professional experience in customer support or customer service, preferably in a digital, technology, or SaaS environment.
  • Familiarity with customer support performance indicators such as CSAT, TMA (Average Handling Time), and TME (Average Waiting Time).
  • Experience using customer service and support platforms such as Zendesk, Movidesk, Blip, HubSpot, or similar tools.
  • Strong written communication skills, with the ability to explain solutions clearly, professionally, and empathetically.
  • Customer-oriented mindset with genuine interest in understanding customer needs and resolving problems effectively.
  • Strong organization and attention to detail, particularly when managing multiple conversations, requests, and follow-ups.
  • Ability to work toward measurable performance goals without compromising the quality of the customer experience.
  • Proactive and collaborative approach, with the ability to share customer insights and contribute to improvements across teams.
  • Completed or ongoing higher education is required.
  • Experience in an HRTech or technology company focused on Human Resources solutions is a strong advantage.

  Benefits:

  • 100% remote work within Brazil.
  • R$1,200/month in meal and food allowance through an employee benefits card.
  • R$500 onboarding allowance for home-office equipment and setup.
  • Health insurance with a comprehensive plan, with no copayment or deduction for the primary employee.
  • Dental insurance.
  • Life insurance.
  • Access to a dedicated health and well-being benefits platform.
  • Wellhub membership for fitness and wellness services.
  • Access to an employee benefits and discounts club.
  • Mental health and emotional well-being support through a dedicated platform.
  • Access to payroll loans and salary advance options.
  • Financial consulting and education support.
  • Childcare allowance.
  • Birthday day off.
  • An inclusive environment that values individuality and supports diverse talent.
  • Remote flexibility and a people-focused culture centered on professional growth and well-being.