Conta Simples

Customer Service Analyst – Junior

Conta Simples

full-time

Posted on:

Location Type: Remote

Location: Brazil

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Job Level

Junior

About the role

  • Provide empathetic, consultative support to our customers via email, WhatsApp and phone, ensuring they feel welcomed, receive clear information, and are directed appropriately.
  • Personalize interactions by understanding the customer’s context and offering solutions aligned with their needs.
  • Investigate and identify recurring or low-complexity issues, escalating to leadership whenever risks, opportunities, or unexpected patterns are detected.
  • Share relevant observations and insights about workflows, product and customer behavior to contribute to decision-making and internal improvements.
  • Demonstrate curiosity, a willingness to learn, and the ability to adapt quickly to changes in processes or tools.
  • Actively participate in team rituals (calibrations, alignment meetings, technical knowledge exchanges), bringing cases, examples and suggestions.
  • Work transparently with peers and leadership, asking for help when necessary and collaborating with the team. Be receptive to feedback and apply adjustments quickly.
  • Ensure execution of tasks with a focus on efficiency and quality, following the operation’s priorities.
  • Act as a guardian of the customer voice, serving as an early warning for issues that impact experience, metrics and operations.
  • Operate aligned with Conta Simples’s culture, demonstrating ownership, a sense of urgency and a collaborative spirit.

Requirements

  • Clear, empathetic, and solution-oriented communication.
  • Basic analytical ability to identify patterns, recurrences and opportunities in customer flows.
  • Organization and discipline in the use of tools and records.
  • Ability to work collaboratively with a partnership mindset toward the team.
  • Proactivity and autonomy in escalating problems and proposing improvements.
  • The following are a plus:
  • Experience with Zendesk and other customer support tools.
  • Understanding of operational metrics and key performance indicators.
  • Basic analytical skills (identifying simple patterns and recurrences).
  • Basic knowledge of office tools (Google Workspace / Microsoft Office).
Benefits
  • National health plan with no monthly fee or copay for our #Simplers and up to two legal dependents.
  • National dental plan with no monthly fee or copay for our #Simplers and up to two legal dependents.
  • Flex food credit on the iFood Benefits card.
  • Home office allowance on the iFood Benefits card.
  • Wellhub available to legal dependents (children and spouses).
  • Birthday-off to enjoy your day with the people you love.
  • Partnerships with educational institutions.
  • Zenklub (mental health) – mental health platform with four free therapy sessions per month for every Simpler.
  • Life insurance.
  • Extended parental leave (180 days maternity and 45 days paternity), also applicable to adoptive parents under the same conditions as non-adoptive parents.
  • Childcare allowance for children up to 1 year old.
  • Onhappy (Travel) – travel benefit with exclusive discounts on hotels, flights and experiences.
  • Guapeco (Pet Health) – pet health partnership offering special conditions via individual subscription so you can care for your best friend.
Applicant Tracking System Keywords

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

Hard Skills & Tools
analytical abilityproblem escalationcustomer supportoperational metricskey performance indicatorspattern identificationoffice tools knowledge
Soft Skills
empathetic communicationsolution-oriented mindsetorganizationdisciplinecollaborationproactivityautonomycuriosityadaptabilityownership