Customer Service Analyst – Junior
Agendor
Customer Support Coordinator
Involves
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇧🇷 Brazil
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Coordinate the support team (~8 people) to deliver the best possible customer service experience.
- Ensure compliance with service SLAs by monitoring quality, productivity, and satisfaction metrics.
- Act quickly and clearly in crisis management, communicating assertively with customers and internal teams.
- Lead the team in digital support and automation projects (Zendesk, Chatibo, AI), driving testing, training, and adoption of new practices.
- Analyze team outcomes, developing insights and action plans to improve performance.
- Study team activity patterns, identify commonalities across operations, and design scalable solutions to reduce rework.
- Support team members with performance or engagement concerns through regular 1:1s and follow-ups.
- Ensure operational continuity during absences (vacation, leave), making sure individual schedules and follow-ups are not disrupted.
- Identify and report bugs and product opportunities, supporting prioritization of improvements with development and product teams.
- Oversee processes that help customers use the product effectively.
- Work closely with the team to foster innovation, collaboration, and the development of future leaders, creating succession opportunities through internal projects.
Requirements
- Advanced knowledge of customer journey mapping.
- Advanced knowledge of customer service metrics.
- Intermediate knowledge of customer support processes.
- Experience in B2B SaaS customer support.
- Knowledge of problem-solving methodologies and project management.
- Intermediate knowledge of people management tools.
- Hands-on experience with Zendesk or similar platforms (ticketing, automations, metrics).
- Experience and/or knowledge of chatbots (Chatibot) and AI applied to support.
- Knowledge of trade marketing.
- Advanced Excel.
- Advanced Spanish and/or English.
Benefits
- Remote-first & Anywhere Office culture – Work from anywhere.
- Caju Card (Visa) to use for: groceries, meals, mobility, culture, healthcare, and education. 100% company-funded.
- Birthday day off – Choose one day off in your birthday month to enjoy as you wish.
- Health and dental insurance to cover you and your dependents.
- Wellhub – In partnership with Caju+, choose the plan that best suits you with special conditions; your parents and legal dependents can also benefit.
- Conexa Saúde – 2 online psychotherapy sessions and 2 online nutrition sessions – 100% company-funded.
- Discounts on medications and exams at the Navdasa network.
- Life insurance for your security and peace of mind.
- Monthly education budget to invest in your professional development.
- Annual profit-sharing program.
- Extended maternity and paternity leave.
- Extra days off between Christmas and New Year to enjoy with loved ones.
- Commuter allowance (depending on work model) 100% company-funded.
- Partnership with Guapeco pet insurance to care for your pet.
- Various partnerships and exclusive discounts for you.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer journey mappingcustomer service metricscustomer support processesB2B SaaS customer supportproblem-solving methodologiesproject managementpeople management toolsZendeskChatibotAI
Soft skills
crisis managementcommunicationteam leadershipperformance analysisinnovationcollaborationcoachingsuccession planningcustomer serviceengagement
