Customer Experience (CX) Analyst – Level 1

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

📋 Description

• Provide assistance and guidance to customers through Intercom, ensuring a prompt and high-quality experience.

• Assess and conduct initial analysis of tickets, identifying inquiries, requests, and incidents.

• Address Level 1 requests and escalate more intricate cases to the relevant support tiers.

• Monitor ticket statuses and ensure adherence to SLA guidelines.

• Maintain and update support information and documentation regularly.

• Develop and revise Help Center articles, transforming recurring questions and issues into content that facilitates customer self-service.

• Collaborate with internal teams to resolve issues and enhance the overall customer experience.

• Recognize recurring challenges and opportunities for enhancing processes and products.

• Relay customer feedback and aid in the advancement of the customer journey.

⛳️ Requirements

• Prior experience in customer service or support, particularly in high-volume settings.

• Familiarity with support software (e.g., Intercom, Zendesk).

• Exceptional verbal and written communication abilities.

• Capability to juggle multiple tasks and proactively address problems.

• Strong affinity for technology and a commitment to continuous learning.

• Experience within technology companies is advantageous.

🏝️ Benefits

• Gympass (Wellhub)

• Telemedicine

• Vacation & Co.

• iDez Care

• Clube Certo

• Service anniversary gift

• Birthday day off + gift

• Career development plan

• Corporate university