Customer Solutions Analyst

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

📋 Description

• Joining our Customer Onboarding team means acting as the key to success for new clients. Your role will be to guarantee a swift, effective, and enjoyable ramp-up (activation) experience.

• You will oversee a portfolio of newly onboarded clients, tracking strategic KPIs and ensuring high satisfaction levels.

• The team's objective is to deliver essential technical and operational support with a strong sense of empathy, allowing clients to feel secure in their operations while they concentrate on their core business: selling.

• Strategically manage the portfolio of new clients to ensure a seamless integration process.

• Investigate integration issues, analyze logs, and propose rapid solutions during the onboarding phase.

• Provide outstanding, human-centered support to both internal and external clients.

• Diligently monitor operational indicators (KPIs) to foresee and mitigate bottlenecks.

• Identify opportunities for process optimization and suggest actionable plans that genuinely enhance the client's business.

• Assist client developers in comprehending our API documentation and addressing technical integration queries.

⛳️ Requirements

• Previous experience in the payments industry (mandatory).

• Experience in technical customer support, technical onboarding, or systems integration.

• Goal-oriented with a strong emphasis on quality delivery and swift problem resolution.

• Proficient in interpreting metrics and able to simplify technical terms (such as APIs) for clients.

• Intermediate English proficiency is a plus.

🏝️ Benefits

• 💸 Fixed salary

• 💰 Variable compensation package* (PLR, ILP, or Commission - based on role eligibility; not an optional/employee choice model)

• 🏥 Health and dental plan with co-payment (excluding professionals with disabilities who are exempt from co-payment)

• 🩺 Green Virtual Hospital: telemedicine team available 24/7

• 💊 Medication subsidy

• 🍽️ Meal and/or food allowance - Pluxee* (excluding Commercial Executive positions - 6-hour schedules)

• 👶 Childcare assistance (for children up to 5 years and 11 months)

• 💙 Support for employees with a child with disabilities

• 🛡️ Life insurance

• ⛽ Fuel allowance or commuting allowance*

• 🏠 Home office allowance* (available only for Hybrid or Remote contracts)

• 🎁 Welcome kit for new parents

• 🏢 SESC partnership*

• 📚 Education benefit - Internal self-development platform (Studa and Stone Library)

• 🧠 Acolhe360º - Emotional support (free)

• 💆 Quick massage and clinic services*