Support, Onboarding Analyst

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

📋 Description

• Facilitate the onboarding process for new subscribers by conducting welcome calls and overseeing the execution of real feasibility studies.

• Supervise clients during their initial week and conduct checkpoints to ensure proper utilization of the platform.

• Deliver customer support through WhatsApp, in-app chat, and scheduled calls.

• Identify and prioritize requests related to platform usage, technical issues, and feasibility inquiries.

• Provide guidance to clients on parameters such as setbacks, coefficient of utilization, occupancy rate, buildable area, equivalent area, NBR 12721, and VGV.

• Document, organize, and track questions, challenges, and friction points that arise during support interactions.

• Report bugs and technical problems to the product team, clearly articulating issues and providing reproducible steps.

• Recognize signs of reduced usage and potential churn risks.

• Compile reports detailing key friction points and recommendations for product enhancements.

• Transform frequently asked questions into knowledge-base materials, including articles and short videos.

• Contribute to the ongoing enhancement of the customer experience and the product based on feedback received.

⛳️ Requirements

• A degree in Architecture & Urbanism or Civil Engineering.

• Familiarity with feasibility studies for vertical real estate projects.

• Understanding of occupancy rates, coefficient of utilization (FAR), setbacks, buildable area, and equivalent area.

• Capability to interpret a Master Plan (Plano Diretor) and Municipal Building Code to determine parameters relevant to a site.

• Basic knowledge of VGV (Gross Development Value) logic and property exchange (permuta).

• Ability to independently learn new tools and software.

• Strong proficiency with spreadsheets and digital tools.

• Experience with Revit, SketchUp, Grasshopper, or similar software.

• Excellent written and verbal communication skills.

• Availability for remote work on a part-time schedule of 20 hours per week.

🏝️ Benefits

• Work mode: 100% remote.

• Schedule: Part-time — 20 hours per week.

• Flexible hours, to be agreed upon in advance with predictable scheduling.