Customer Experience Analyst I

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

📋 Description

• Oversee and address daily inquiries and complaints received through designated channels, ensuring compliance with SLAs, maintaining response quality, and aligning with RecargaPay’s institutional tone.

• Document and classify inquiries and complaints by type, cause, and product to maintain an organized history that facilitates trend analysis and informed decision-making.

• Initiate proactive outreach to customers via phone when necessary to expedite the resolution of complex cases or those with potential reputational implications.

• Refer complex or sensitive cases to the CX N2 team and, when needed, to the relevant Product squads responsible for resolving the underlying issues.

• Monitor the resolution status of escalated cases and ensure that customers receive timely responses within the defined timeframe.

• Suggest modifications to copy, processes, or workflows based on identified recurring trends.

• Protect RecargaPay’s reputation across customer service platforms while ensuring operational metrics remain within targets.

• Gradually meet operational goals: resolve 15 cases per day within the first 30–60 days and 20 cases per day within the following 60–90 days; achieve established resolution, rating, and new-business objectives.

⛳️ Requirements

• Strong experience in managing customer relationships through critical channels, with prior experience in handling ReclameAQUI cases required.

• Background in fintech, payment institutions, or digital banking is preferred.

• Excellent, empathetic, and contextualized written communication skills, with the ability to adjust tone to fit the customer’s profile while maintaining objectivity and the company’s institutional stance.

• Completed or currently pursuing higher education.

• Logical and analytical reasoning skills applied to case triage, prioritization, and routing.

• Openness to working in an environment where automation and artificial intelligence enhance operations, with a willingness to adopt new technology-driven tools and workflows.

• Familiarity with customer service and ticket management platforms such as HugMe, Zendesk, MOL, and others.

• Results-driven mindset: track performance metrics, identify deviations, and proactively implement corrective measures.

• Demonstrated ability to show empathy, problem-solving capability, attention to detail, cross-functional communication, operational resilience, persuasion, ownership, brand advocacy, and a commitment to continuous learning.

🏝️ Benefits

• Competitive salary aligned with market standards.

• Remote work — no matter where you are, you are part of the team!

• Monthly home office allowance provided through the RecargaPay app.

• Comprehensive health and dental insurance with no copay required.

• Life insurance coverage.

• Flexible meal allowance via Flash.

• TotalPass to promote your health and well-being.