Customer Experience Analyst

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

📋 Description

• Oversee and respond daily to messages received on designated channels, ensuring compliance with SLAs, maintaining response quality, and upholding RecargaPay's institutional tone.

• Log and classify messages by type, root cause, and product, preserving a well-organized history to facilitate trend analysis and informed decision-making.

• Reach out to customers proactively via phone when necessary to expedite the resolution of complex cases or those that could potentially affect RecargaPay's reputation on special channels.

• Elevate complex or sensitive cases to the CX N2 team and, when relevant, to the Product squads responsible for addressing the root causes.

• Monitor the resolution status of escalated cases and ensure that customers receive timely feedback within the established timeframes.

• Contribute to the ongoing enhancement of operations by suggesting revisions to text, processes, or workflows based on recurring trends identified in the channels.

• Safeguard RecargaPay's reputation across support channels, ensuring that operational metrics remain aligned with the targets set by leadership.

⛳️ Requirements

• Strong experience in managing relationships in critical channels — previous experience with ReclameAQUI is mandatory. Preferred: experience in a fintech, payment institution, or digital banking environment.

• Ability to communicate clearly, empathetically, and contextually in writing, with a knack for adapting tone to fit the customer profile without losing objectivity or the company's institutional stance.

• Bachelor's degree completed or currently pursuing.

• Logical-analytical skills applied to the triage, prioritization, and routing of cases.

• Willingness to operate in an environment supported by automation and artificial intelligence, along with an eagerness to adopt new tools and tech-assisted workflows.

• Familiarity with support and ticketing tools such as HugMe, Zendesk, MOL, among others.

• Results-driven: tracks performance indicators, identifies discrepancies, and takes proactive steps to implement corrective actions.

• Strong customer empathy.

• Excellent problem-solving skills.

• Keen attention to detail.

• Effective cross-functional communication skills.

• Operational resilience.

• Persuasive communication abilities.

• Sense of ownership.

• Advocacy for the brand.

• Commitment to continuous learning.

🏝️ Benefits

• Competitive salary aligned with market standards.

• Flexibility to work remotely — wherever you are, you’re a part of the team!

• Home office allowance provided through a monthly deposit in the RecargaPay app.

• Comprehensive health and dental plans with no co-pay required.

• Life insurance coverage.

• Flexible meal allowance (via Flash).

• TotalPass membership to promote your well-being.

• Inclusive and diverse work environment.

• Rights to update or delete personal data in compliance with LGPD.