Company Hero

Customer Experience Analyst – Junior

Company Hero

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Job Level

Junior

About the role

  • Assist customers through various channels, including chat, email, and phone, providing fast, efficient support aligned with Hero's tone of voice
  • Build and maintain close relationships with customers, ensuring their needs are met and they have a smooth, positive experience
  • Monitor and commit to productivity and CSAT targets, working strategically to improve customer satisfaction
  • Work proactively and in an organized manner, always seeking the best solutions for customers and anticipating potential issues
  • Support the handling of critical situations, ensuring resolutive service focused on the best customer experience
  • Apply an analytical mindset and attention to detail, ensuring each interaction is efficient and adds value for the customer.

Requirements

  • Prior experience in customer service/support across multiple channels (especially chat)
  • Intermediate knowledge of Excel and/or Google Workspace tools
  • Strong verbal and written communication skills, and ability to build relationships internally and externally
  • Proactivity and engagement
  • Organization and a steady pace in daily work
  • Collaboration, curiosity and a continuous desire to learn
  • Focus on productivity, customer satisfaction and issue resolution.
  • Not required, but you'll stand out if you have:
  • Previous experience with customer service platforms (e.g., HubSpot, Treble, and others)
  • Experience working in the fast-paced environment of a startup
  • Prior experience with B2B clients (corporate clients).
Benefits
  • Meal allowance and transportation voucher on a flexible benefits card
  • Healthcare plan
  • Dental care plan
  • Partnership with SESC
  • Life insurance
  • Private pension plan
  • Birthday day off (one day off in your birthday month)
  • WellHub access for dependents
  • Extended maternity/paternity leave
  • Childcare reimbursement
  • Great work environment with leisure area, game room, and a relaxed atmosphere!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicesupportExcelGoogle Workspacecustomer service platformsHubSpotTrebleissue resolutionB2B experience
Soft Skills
communicationrelationship buildingproactivityorganizationcollaborationcuriosityattention to detailcustomer satisfactionanalytical mindset