Conta Simples

Customer Support Analyst – Mid-level

Conta Simples

full-time

Posted on:

Location Type: Remote

Location: Brazil

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About the role

  • Act consultatively and with a personalized approach, deeply understanding the customer's context to provide precise guidance that builds confidence and trust.
  • Identify value opportunities during interactions, encouraging engagement with features, adoption of new solutions, and growth in revenue potential.
  • Serve as a point of reference and guide for customers through high-complexity processes, ensuring a smooth and resolutive experience.
  • Be a reference in empathetic communication, adjusting messaging and tone of voice according to each customer's profile and the criticality of the request.
  • Analyze behaviors and operational data to recommend strategic actions, prioritize critical cases, and direct next steps with a results focus.
  • Thoroughly investigate the root causes of issues identified in support, propose structural improvements, and coordinate resolution with partner teams.
  • Actively contribute to internal projects by identifying bottlenecks and validating solutions from the user experience perspective.
  • Proactively raise the alarm when identifying systemic failures or risks that could compromise the customer journey.
  • Lead and participate in engagement initiatives and campaigns that bring customers closer to the platform, aiming to increase active use and loyalty.
  • Act with an ownership mindset regarding deliverables and the evolution of relationships with your customer base.
  • Collaborate actively with the team by sharing best practices, learnings, and suggestions that raise the team’s level of delivery.

Requirements

  • Business Analysis and Strategic Vision
  • Data Intelligence: Analytical ability to interpret customer behavior and extract valuable insights from operational metrics.
  • Consultative Profile: Ability to identify expansion opportunities and commercial value during the support journey, acting as a strategic partner to the customer.
  • Systemic View: Deep understanding of the business ecosystem, enabling integrated work with squads and cross-functional projects.
  • Strategic Communication: Strong empathetic and assertive communication skills, with the ability to positively influence different stakeholder profiles.
  • Conflict Resolution: Critical thinking to diagnose and resolve medium-complexity issues while maintaining focus on experience and long-term outcomes.
  • Proactive Autonomy: Initiative to anticipate risks and raise improvement hypotheses without constant direction.
  • Prioritization: High organizational capability to manage multiple demands in a dynamic environment while ensuring quality of deliveries.
  • Project Leadership: Previous experience leading initiatives involving process improvement or product evolution is a plus.
  • Retention Focus: Practical knowledge of customer success strategies that deliver strategic and sustainable value to the business.
  • Continuous Improvement Mindset: Experience reporting failures and suggesting adjustments that optimize the customer experience in a scalable way.
Benefits
  • Nationwide health insurance with no monthly fee and no copayment for our #Simplers and up to 2 legal dependents
  • Nationwide dental plan with no monthly fee and no copayment for our #Simplers and up to 2 legal dependents
  • Flexible meal allowance on the iFood Benefícios card
  • Transport allowance on the iFood Benefícios card
  • Gympass — extendable to legal dependents (children and spouses)
  • Birthday off (so you can enjoy your day with the people you love)
  • Partnerships with educational institutions
  • Zenklub (Mental Health) — mental health platform with 4 free therapy sessions per month for every Simpler
  • Life insurance
  • Parental leave (maternity 180 days and paternity 45 days)
  • Childcare allowance
  • Onhappy (Travel) — platform developed by Onfly offering exclusive discounts on flights, accommodations and travel packages
  • Guapeco (Pet Health) — pet health plan with a reimbursement model, focused on flexibility and your pet’s wellbeing
Applicant Tracking System Keywords

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

Hard Skills & Tools
Business AnalysisData IntelligenceCustomer Success StrategiesProcess ImprovementProduct Evolution
Soft Skills
Empathetic CommunicationAssertive CommunicationConflict ResolutionCritical ThinkingProactive AutonomyPrioritizationStrategic CommunicationOwnership Mindset