Kenlo

Customer Support Analyst

Kenlo

full-time

Posted on:

Location Type: Hybrid

Location: Campinas • Brazil

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About the role

  • Attend to customers via chat, phone and other official channels, answering questions and resolving issues related to the use of the platform.
  • Conduct interactions focused on understanding the customer's context, ensuring a clear, empathetic and results-oriented experience.
  • Assist customers with navigation and use of Kenlo solutions, promoting greater autonomy and satisfaction.
  • Receive, log, classify and follow up on tickets through the system, ensuring traceability and adherence to service deadlines.
  • Perform technical and functional triage of requests, collecting the information necessary for incident analysis and resolution.
  • Escalate tickets to internal teams when necessary, monitoring progress until final resolution.
  • Support internal colleagues in resolving questions related to processes, systems and operational workflows.
  • Update and maintain the knowledge base with guidelines, articles and recurring solutions.
  • Contribute suggestions for improvements to support flows, documentation and client communications.

Requirements

  • Bachelor's degree completed or in progress in Administration, Communications or related fields.
  • Previous experience in customer service or support.
  • Strong verbal and written communication skills, with clarity, instructional ability and empathy.
  • Organized and able to handle a high volume of inquiries and simultaneous demands.
  • Active listening skills and a strong focus on problem resolution.
  • Experience supporting digital products or services.
  • Familiarity with support tools, ticketing systems or CRM platforms.
  • Knowledge of administrative or financial routines related to the real estate market.
  • Ability to work effectively in a team and collaborate to meet response time and quality goals.
  • Solution-oriented attitude, even when facing challenging scenarios.
Benefits
  • Flash Benefits Card (Meal/Food).
  • Childcare assistance.
  • Health insurance (100% covered by the company for our Kenlover).
  • Dental plan.
  • TotalPass (for you and your dependents).
  • Workplace exercise sessions.
  • Life insurance.
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer servicetechnical triageincident analysisproblem resolutionadministrative routinesfinancial routinessupporting digital productsticketing systemsCRM platforms
Soft Skills
verbal communicationwritten communicationempathyorganizational skillsactive listeningsolution-oriented attitudeteam collaborationinstructional ability
Certifications
Bachelor's degree in AdministrationBachelor's degree in Communications