Customer Experience Analyst – Junior, Mid-level

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

📋 Description

• Facilitate onboarding for new clients, providing a structured implementation and a positive initial experience.

• Oversee a comprehensive client portfolio, focusing on relationship management, retention, and minimizing churn.

• Address and resolve support tickets through HubSpot within the specified service level agreement (SLA).

• Track portfolio health metrics and foresee potential risks, recommending proactive measures.

• Assist clients in utilizing the platform, REST APIs, and tax solutions effectively.

• Work in conjunction with Product, Technology, Sales, and Support teams to ensure a seamless customer experience.

⛳️ Requirements

• Intermediate to advanced proficiency in English (mandatory).

• Prior experience in Customer Experience, Customer Success, customer service, or B2B client relations.

• Familiarity with HubSpot or other CRM systems and support ticket management tools.

• Exceptional written and verbal communication skills, with the capability to simplify technical subjects into clear, understandable language.

• Analytical and proactive mindset with the ability to monitor portfolio health metrics, recognize opportunities, and foresee risks.

• Organized and self-sufficient, capable of managing a client portfolio and simultaneously overseeing multiple onboarding processes.

• Comfortable collaborating with Product, Technology, Sales, and Support teams.

• Plus: experience in technology companies and/or SaaS environments.

• Plus: understanding of invoicing/tax issuance (NFS-e, NF-e, NFC-e) or the Brazilian tax landscape.

• Plus: experience with integrations through REST APIs, webhooks, and interpreting technical documentation.

🏝️ Benefits

• Meal and food allowance through Caju Benefits for flexible usage.

• SulAmérica Special 100 Health Plan providing national coverage and a private room.

• Primary member and one dependent completely covered by the company.

• SulAmérica Dental Plan offering full coverage.

• Access to TotalPass for gyms and wellness services with special conditions for employees and their dependents.

• Happy Day: one day off during your birthday month.

• Welcome onboarding kit provided.

• An environment that is rapidly growing, offering autonomy and opportunities for quick learning and development.