Customer Experience Analyst

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Deliver technical assistance to clients concerning inquiries and challenges related to the Electronic Service Invoice (NFS-e) product.

• Analyze the underlying causes of issuance errors and municipal rejections, managing cases independently from initiation to resolution.

• Conduct daily proactive outreach to customers to resolve outstanding concerns and address invoicing inconsistencies.

• Collaborate and maintain communication with internal Technical Support, partners, and vendors until each issue is completely resolved.

• Record customer interactions and document technical assessments to ensure traceability and orderly ticket management.

• Recognize recurring challenges and suggest enhancements to processes, documentation, and the invoicing product itself.

• Aid in the creation of support materials and assist in training other internal teams on tax-related processes.

• Oversee and ensure the accomplishment of the team’s operational objectives and key performance indicators (KPIs).

⛳️ Requirements

• High school diploma.

• Experience in customer service or technical support within technology firms, fintechs, SaaS solutions, or ERP systems.

• Familiarity with NFS-e, including issuance, cancellation, status inquiries, and common invoice-related challenges.

• Proficient in using customer service and ticketing systems on a daily basis.

• Preferred: experience offering direct technical support for invoice issuance systems or NFS-e integration platforms.

• Preferred: prior understanding of the structure and effects of Brazil’s Tax Reform on the invoicing process.

• Preferred: experience in initiating and managing technical tickets with integration partners or external portals/municipalities.

🏝️ Benefits

• Medical and dental insurance with no copayment.

• Life insurance coverage.

• Medication allowance.

• Fitness allowance.

• Four complimentary therapy or nutritionist sessions each month.

• Quick massage services available at headquarters.

• Flexible meal benefit provided through a Visa card.

• Complimentary meals at headquarters.

• Childcare financial support.

• Parental assistance program.

• Extended maternity and paternity leave options.

• In-house training resources.

• Education allowance covering 70% of undergraduate and language course tuition fees.

• Financial support for purchasing courses and textbooks.

• Home office financial assistance.

• Provision of work equipment.

• Home-office furniture allowance.

• Collaboration with WOBA for coworking space access across Brazil.

• Day off during the birthday month.

• Happy hour financial support.

• Referral bonus for onboarding new hires.

• Annual bonus based on performance.

• Stock options plan available.

• No dress code policy.