Customer Support Assistant

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

📋 Description

• Provide assistance to customers via WhatsApp, chat, unified email using Zendesk, and phone.

• Comprehend each customer’s business model requirements and advise them on optimizing the use of Asaas tools.

• Investigate the underlying causes of issues prior to responding, emphasizing accuracy and first-contact resolution.

• Offer comprehensive support regarding tax invoice issuance, collections workflows, PIX rules, receivables advances, and related services.

• Identify friction points, recurring challenges, and bottlenecks throughout the customer experience.

• Document feedback and recommend enhancements for processes and products.

• Oversee your own schedule with a focus on achieving productivity targets and quality metrics such as CSAT and response time.

⛳️ Requirements

• Significant experience in customer support within fintechs, digital banks, payment providers, or financial institutions.

• Experience in providing support through written communication and phone interactions.

• Understanding of banking operations and financial matters, including payment methods, PIX, receivables advances, financial reconciliation, and tax invoice issuance.

• Exceptional verbal and written communication abilities.

• Capacity to articulate business rules and financial concepts clearly, empathetically, and instructively.

• Ability to swiftly learn new processes and manage your own support queue effectively.

• Strong technical skills and the ability to navigate multiple systems concurrently.

• Preferred: experience with Zendesk.

• Preferred: knowledge of API integrations and capability to interpret technical documentation.

• Preferred: experience in supporting businesses at various stages of growth.

• Preferred: familiarity with support metrics such as CSAT, NPS, and average handling time (AHT).

• 8-hour workday.

• CLT employment contract.

🏝️ Benefits

• Medical and dental insurance with no co-pay.

• Life insurance.

• Prescription medication allowance.

• Fitness allowance.

• Four complimentary therapy or nutritionist sessions each month.

• Quick massage services available at headquarters.

• Flexible meal and food allowance provided on a Visa card.

• Free meals at the headquarters.

• Childcare allowance.

• Parental support program.

• Extended maternity and paternity leave.

• In-house training platform.

• Education allowance covering 70% of undergraduate and language course tuition, as well as courses and books.

• Home office allowance.

• Work equipment provided.

• Home office furniture allowance.

• Partnership with WOBA for coworking space access across Brazil.

• Day off during the birthday month.

• Happy hour allowance.

• Referral bonus for new hires.

• Annual performance-based bonus.

• Stock options plan.

• No dress code.