Incentive Program Support Analyst

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

📋 Description

• Act as the subject-matter expert on incentive mechanics within Client Service, possessing a deep functional understanding of campaign rules to guide and support the team.

• Analyze the mechanics set by the technical team, pinpointing gaps, inconsistencies, and areas that need attention in the rules and result calculations.

• Mentor and develop the Client Service team.

• Convert complex rules into accessible documentation, FAQs, and support materials for customer service, campaigns, and clients.

• Serve as the intermediary between Support and the technical team, reporting discrepancies and ensuring necessary corrections are made.

• Address inquiries from the team and other departments related to rules, calculations, and the functioning of the mechanics.

• Validate the behavior of the mechanics from the perspectives of clients and customer service, flagging any discrepancies to the appropriate team.

• Suggest enhancements and standardization of rules and communications to improve clarity, efficiency, and customer satisfaction.

⛳️ Requirements

• Comprehensive functional understanding of incentive and rewards mechanics, including eligibility, scoring, calculation, and reward rules.

• Proficient in business rules and scoring/calculation logic: interpret rule logic and identify inconsistencies.

• Skilled in Excel and calculation verification spreadsheets: review and simulate calculations to validate results from a customer service viewpoint.

• Expertise in gap identification and functional validation: flag discrepancies and recommend enhancements to the technical team.

• Experience in training and documentation: educate the Support team and create clear support materials.

• Strong analytical and logical thinking skills: decompose problems and develop consistent solutions.

• High attention to detail and accuracy: ensure precision in rules and calculations.

• Ability to communicate and translate complex rules: clarify mechanics effectively to various audiences.

• Proactive problem-solving skills: anticipate risks and resolve discrepancies promptly.

• Proven ability to collaborate cross-functionally: work closely with Campaigns, Customer Service, and Data teams.

• Previous experience with incentive campaigns, rewards, or loyalty program mechanics (preferred).

• Background in customer service, support, or operations, focusing on business rules and result calculations.

• Currently pursuing a degree in Systems Analysis and Development, Information Systems, Computer Science, Information Technology Management, Production Engineering, Business Administration, Management Processes, or a related discipline.

🏝️ Benefits

• iFood Benefits Card: BRL 895.00 per month

• TotalPass: access to a wide range of gyms across Brazil

• Conexa: telehealth services, including medical, psychological, and nutritional care available whenever needed

• Avus: discounts on pharmacies, medical appointments, and laboratory tests

• Internal Incentive Program

• Structured performance reviews, providing clear feedback on your development

• Defined career path, outlining potential growth opportunities

• Regular training to foster your ongoing development