Customer Experience Analyst I

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

📋 Description

• Daily monitor and respond to customer inquiries and complaints received through specialized channels, ensuring compliance with SLAs, response quality, and adherence to RecargaPay's institutional tone.

• Document and categorize cases by type, root cause, and product, maintaining a structured history to facilitate trend analysis and informed decision-making.

• Proactively initiate phone contact with customers when necessary to expedite the resolution of complex cases or those with potential reputational implications.

• Escalate complex or highly sensitive cases to the CX Tier 2 team and, when relevant, to the Product squads responsible for addressing the root cause.

• Monitor the status of escalated cases and ensure that customers are updated within the established timeline.

• Contribute to ongoing operational enhancement by suggesting modifications to scripts, processes, or workflows based on identified recurring patterns.

• Protect RecargaPay's reputation across support channels by maintaining operational metrics within the targets established by leadership.

⛳️ Requirements

• Demonstrated experience in managing relationships on critical channels — prior experience with ReclameAQUI is mandatory.

• Preferred: background in fintech, payment institutions, or digital banking.

• Clear, empathetic, and contextually aware written communication, capable of adjusting tone to suit the customer profile while maintaining objectivity and the company's institutional stance.

• Bachelor's degree completed or currently in progress.

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

• Willingness to operate in an environment utilizing automation and artificial intelligence for operational support, along with a readiness to embrace new technology-assisted tools and workflows.

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

• Results-driven: monitors performance indicators, identifies discrepancies, and proactively implements corrective measures.

• Empathetic approach towards customers.

• Strong problem-solving capabilities.

• Attention to detail.

• Effective cross-functional communication.

• Operational resilience.

• Persuasion abilities.

• Sense of ownership.

• Advocacy for the brand.

• Commitment to continuous learning.

🏝️ Benefits

• Competitive salary aligned with market standards.

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

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

• Health and dental plans with no co-pay required.

• Life insurance coverage.

• Flexible meal allowance (via Flash).

• TotalPass membership to support your health.

• Culture of diversity and inclusion that promotes authentic self-expression and varied perspectives.

• Rights to data updates or deletions in accordance with LGPD.