Customer Support Analyst

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

📋 Description

• Address and resolve customer inquiries, requests, and issues through written communication channels, including email and chat.

• Log and monitor interactions, ensuring proper follow-up and timely issue resolution.

• Gather and communicate customer feedback and suggestions, offering valuable insights to the Product team.

• Achieve and surpass performance benchmarks set by the support strategy, upholding high standards of quality and efficiency.

⛳️ Requirements

• Background in customer support.

• Understanding of success metrics such as CSAT, TMA (Average Handling Time), and TME (Average Waiting Time).

• Proficiency with customer support tools (such as Zendesk, Movidesk, Blip, HubSpot).

• Completion or progress towards a Bachelor's degree.

• Preferred: experience within HRTechs or technology firms specializing in HR solutions.

🏝️ Benefits

• Opportunity for remote work.

• BRL 1,200/month provided on the iFood Benefits card for meal/food allowances.

• Onboarding allowance of BRL 500 in iFood Benefits home office balance.

• Compact Unimed health insurance plan (with no co-pay and no deductions for the primary insured).

• Bronze dental plan.

• Life insurance coverage.

• Pipo Saúde - health benefits partner.

• Wellhub (previously Gympass).

• Kaledo - our perks club.

• Zenklub - platform for mental health and emotional well-being.

• Creditas - payroll-deductible loans and salary advances.

• Unit - financial advisory services.

• Childcare assistance.

• Day off for your birthday.