Customer Experience Analyst III

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

📋 Description

• Develop AI agents and automation solutions to enhance customer support processes, which include the help center, bots, fallback flows, and escalation pathways to human support.

• Deconstruct customer support processes into executable end-to-end logic, ensuring consistency and quality across all support channels.

• Evaluate the impact of each new solution on team metrics and key business success indicators.

• Collaborate with Product, Tech, and Operations teams to effectively execute product strategies and deliver a high-quality customer experience.

• Maintain and update documentation for processes, AI agents, and automation solutions.

⛳️ Requirements

• Proven expertise with automation and AI tools, including the development of autonomous agents to streamline daily workflows and enhance analysis and adjustments to solutions and processes.

• AI-native mindset: possesses strong technical skills in prompt engineering, agent architecture, and automated workflows, with an automation-first approach that seeks to refine manual tasks through intelligent workflows.

• Convert findings and data analyses into actionable, high-impact decisions for self-service and human-support solutions and processes.

• Proficiency in SQL and familiarity with tools such as Claude, n8n, Databricks, Zendesk, or equivalent platforms.

• Capability to swiftly learn new domains and apply that knowledge to create practical solutions.

• Strong logical and sequential reasoning skills, with the ability to identify cause-and-effect relationships.

• Autonomy and seniority to propose and execute solutions independently without constant supervision.

• Competence in presenting and justifying solution and process decisions to stakeholders.

• Comfortable operating in interdisciplinary, fast-paced environments.

• Preferred: previous experience in enhancing customer experience.

🏝️ Benefits

• Competitive salary aligned with market standards.

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

• Monthly home office allowance provided through the RecargaPay app.

• Health and dental insurance without copay.

• Life insurance coverage.

• Flexible meal allowance available via Flash.

• TotalPass membership to promote your health and well-being.