Customer Success Analyst, Mid-Level

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

📋 Description

• Develop, oversee, and continually enhance the onboarding and ramp-up program for new team members in Implementation, Retention, Engagement, and Support.

• Collaborate closely with the Training & Development team to align instructional strategies and learning pathways.

• Create resources, guides, and methodologies to promote Customer Success best practices and excellence in customer service.

• Map, standardize, and document workflows while ensuring a centralized, current, and accessible knowledge base.

• Evaluate feedback and data regarding Adoption, Risk, Retention, and customer service audits to pinpoint training deficiencies.

• Design and conduct practical training sessions on CRM, WhatsApp, Intercom, scheduling tools, and internal systems.

• Develop and facilitate workshops and training focused on soft skills, including assertive communication, active listening, de-escalation, time management, negotiation, and consultative skills.

• Construct, maintain, and monitor operational dashboards that track ramp-up, efficiency, tool adoption, and the effectiveness of training initiatives.

• This position will not involve creating or delivering technical and functional training related to business rules or ERP/software features.

⛳️ Requirements

• Bachelor’s degree completed or in progress in Business Administration, Communications/Public Relations, Education, Human Resources Management, Psychology, Production Engineering, Technology/Information Systems, or a related area.

• An instructional, facilitative, and empathetic approach is essential.

• Exceptional verbal and written communication skills for leading workshops and behavioral training activities.

• A strong process-oriented mindset and meticulous organizational abilities for managing knowledge bases and documentation.

• A proactive and self-sufficient profile, capable of identifying needs, taking initiative, and independently managing projects from planning to execution.

• Prior experience in Enablement, Operations Training & Development, CS Operations, or Customer Service/Customer Success training is required.

• Experience in B2B SaaS companies or technology startups is preferred.

• Practical knowledge of operational tools, including CRM systems, customer service platforms, and WhatsApp (Intercom, Zendesk, etc.).

• Experience in creating playbooks, customer service manuals, and soft-skills development programs.

• Proficiency with documentation tools (Notion, Confluence, Loom, LMS platforms).

• Strong Excel skills (including SUMIF, VLOOKUP, XLOOKUP, and pivot tables) for tracking adoption and cohort metrics.

• Comfortable using AI tools (ChatGPT, Gemini, Claude, etc.) and workflow automation.

• Preferred: basic SQL knowledge for querying, extracting, and merging data, as well as handling operational datasets.

• Preferred: experience in creating dashboards and management views in Databricks, Power BI, Metabase, and/or Looker Studio.

• Preferred: completion of courses or certifications in Nonviolent Communication (NVC), Conflict Management, or Facilitator/Trainer Development.

• Preferred: experience with quality audits (QA / Call Reviews / Chat Reviews).

• Preferred: experience in building queries and data pipelines for CS/Operations teams in Databricks.

• Preferred: experience in implementing AI solutions for automating training and customer service processes.

🏝️ Benefits

• Dental Plan | Amil Dental

• Health Insurance | Bradesco Saúde

• Mental Health Platform

• Telemedicine Platform

• Life Insurance | Prudential

• Pharmacy Benefit

• Gym Allowance

• Birthday Day Off

• Flexible Meal Voucher

• Home Office Allowance

• Childcare Assistance

• Transportation Voucher and Company Shuttle

• Discount Platform (Allya, SwileShop, and Dell)

• Educational Benefits

• Travel Benefits

• Pet Health Insurance

• SESC Benefits

• Profit-Sharing and Results Program (PPRL)