Support Analyst – Customer Service, B2B, B2C

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

📋 Description

• Respond to inquiries regarding the usage, setup, and capabilities of Gupy platform modules.

• Analyze and resolve issues comprehensively and efficiently, utilizing knowledge bases (KBs and macros).

• Determine the root causes of login challenges, spreadsheet import/data-entry discrepancies, and needs for operational adjustments.

• Gather thorough evidence (screenshots, IDs, and reproduction steps) and escalate cases for advanced technical review (N2), while ensuring adherence to SLA.

• Classify ticket reasons and identify gaps in the knowledge base, contributing to ongoing improvement and AI-driven efficiency.

• Confirm that the underlying issue has been completely resolved before concluding each interaction.

⛳️ Requirements

• Outstanding written communication: Ability to deliver clear, instructional content and translate workflows and business rules into straightforward, accessible directions.

• Empathy and active listening: Skilled in supporting B2B customers, grasping the full context, and adjusting the service tone to fit each scenario.

• End-to-end ownership: Responsible for every ticket and committed to following each case through to a successful resolution.

• Emotional intelligence and professionalism: Capable of handling high-pressure interactions while maintaining professionalism and composure.

• Analytical thinking: Willingness to delve into the root cause of issues rather than simply applying temporary fixes.

• Prior experience in customer service or support within technology/SaaS companies is advantageous.

• Familiarity with knowledge bases (KBs) is a plus.

🏝️ Benefits

• Health Insurance (Seguros Unimed): 100% of the monthly premium covered for employees and dependents (20% copay for dependents only).

• Dental Insurance (Amil): Option to enroll in the Dental 200 plan with nationwide coverage.

• Pharmacy Discount: Exclusive terms and discounts at major pharmacy chains across Brazil.

• Life Insurance (Prudential): 100% company-paid.

• Dasa+ Card: Discounts on medical services, hospitals, laboratories, and urgent care through telemedicine.

• Starbem: Four free online psychological consultations per month, plus nutrition and wellness services.

• Totalpass & Wellhub: Plans providing access to premium gyms, studios, virtual workouts, and the option to include up to three dependents.

• Childcare Allowance: Monthly benefit per dependent for children up to five years old.

• Extended Parental Leave: Six months of maternity leave and 20 days of paternity leave (under the Empresa Cidadã program rules).

• Birthday Day Off: One day off during your birthday month.

• Guapeco (Pet Health Plan): Up to three plan options with reimbursement available at any veterinary clinic in Brazil.

• SESC Partnership: Full access to the SESC network, including sports, culture, leisure, and wellness activities throughout Brazil.

• Caju Meal/Food Allowance: Flexible meal and food allowance balance.

• Caju Home Office Allowance: Monthly allowance to help cover remote-work expenses.

• Caju Mobility Allowance: For employees residing within 50 km of the Gupy Hub and working in a hybrid model.

• Creditas: Option to receive an advance of up to 40% of your salary, deducted directly from the following paycheck.

• Férias&Co: Special rates and financial incentives for planning and booking accommodations and trips during vacation.

• Gupy Coins: Internal virtual currency used for peer-to-peer recognition, which can be accumulated and exchanged for exclusive rewards.

• Gupy Match (Caju Referral): Financial bonus for referring talent who are subsequently hired.

• Educational Partnerships: Exclusive discounts at partner educational institutions for extension courses, graduate programs, MBAs, and language courses.

• Equity Opportunity: Chance to become a partner in Gupy.