Contmatic Phoenix

Analyst

• Provide customer support via chat, answering questions and resolving issues related to Contmatic Phoenix products and services;
• Deliver the highest level of customer support, aiming to provide extraordinary service;
• Ensure delivery of success KPIs related to the support strategy and drive actions to achieve individual targets;
• Be proactive in customer relationships, anticipating potential pain points and minimizing customer impact during critical situations, exceeding expectations and building trust;
• Log all customer interactions in the support system, maintaining accurate and detailed records;
• Participate in training and updates on Contmatic Phoenix products and services;
• Work closely with other support team members and internal departments to ensure quick and effective resolution of customer issues;
• Share knowledge and best practices with the team to improve service quality;
• Maintain a basic knowledge of Contmatic Phoenix products and services.

Junior Customer Support Analyst – Payroll Department

• Create, manage and scale paid media campaigns (Google, Meta, LinkedIn and other channels) focused on generating qualified leads and driving sales.
• Constantly optimize campaigns based on business metrics:
• - CAC (Customer Acquisition Cost)
• - LTV (Lifetime Value)
• - Churn Rate
• - Payback Time
• - Conversion rate from MQL to SQL and SQL to Customer
• Ensure the quality and volume of generated leads, maintaining a clear view of the sales funnel and qualification criteria.
• Monitor conversion rate trends for each funnel stage (visitor > lead > MQL > SQL > customer).
• Work closely with SDR, sales and growth teams to align goals and identify bottlenecks in the lead journey.
• Manage the media budget with a focus on efficiency, revenue predictability and scalability.
• Produce and present reports with analysis of results, opportunities and recommended next steps.

Senior Performance Analyst – SaaS Product

Data Scientist

• Product discovery: conduct user research, stakeholder interviews and market analysis to identify pain points and opportunities related to the Tax Reform
• Definition of vision: develop and communicate the product vision, strategic roadmap and differentiated value proposition
• Backlog management: prioritize features based on business value, technical effort and user feedback
• Hypothesis validation: plan and run experiments (MVPs, prototypes, A/B tests) to validate market assumptions
• Stakeholder alignment: translate business and regulatory needs into clear requirements for the development team
• Metrics tracking: define and monitor product success KPIs (adoption, engagement, NPS, conversion)
• Market intelligence: monitor regulatory updates related to the Tax Reform and translate them into product opportunities

Senior Product, P.O.

• Administer and provide support for Linux environments
• Perform maintenance tasks, system hardening, and log analysis
• Support the administration of environments on Google Cloud Platform (GCP)
• Administer and maintain monitoring solutions (Zabbix)
• Manage email accounts and Google Workspace services
• Document processes, solutions, and technical procedures
• Apply and follow information security best practices
• Work alongside Security and Development teams
• Provide internal user support for the company

Junior Infrastructure Analyst

• Respond to customers via chat, answer questions, and resolve issues related to Contmatic Phoenix products
• Ensure high-quality service that exceeds expectations and builds trust
• Monitor and meet customer service KPIs, proposing improvements to enhance results
• Anticipate potential customer challenges and act proactively to minimize impact
• Record interactions in the support system, ensuring accuracy and thoroughness
• Participate in ongoing training on the company's products and services
• Share best practices to improve the team's customer service
• Maintain basic knowledge of the products and services offered by Contmatic Phoenix

Junior Customer Support Analyst – Payroll Department

Senior Performance Analyst – SaaS Product

Senior Product, P.O.

Junior Infrastructure Analyst

Junior Customer Support Analyst – Accounting Department