Customer Support Analyst, Mid-level

Mercafacil

Analyst providing B2B customer support and operational efficiency at Mercafacil. Handling industry support and data analysis while collaborating with internal teams.

Posted 6/23/2026full-timeCuritiba • 🇧🇷 BrazilJuniorWebsite

About the role

Key responsibilities & impact

Industry-focused support: Provide support to industry clients via WhatsApp and Zendesk, and occasionally support retail.
Operational platform management: Register and configure offers on platforms according to industry requests.
Interface between teams: Respond to and resolve questions and requests from internal teams, including CS Mercapromo, CS CBM, and Mercafacil Support.
Data analysis and reporting: Create dashboards and spreadsheet templates for data analysis and for monitoring support KPIs.
Continuous improvement: Identify operational bottlenecks and propose improvements to the area's processes.

Requirements

What you’ll need

Intermediate to advanced Excel and Google Sheets skills: You must master formulas and database work to build intelligent spreadsheet models, turning data into visual analysis and practical solutions.
B2B support experience: Comfortable with high ticket volumes. You have solid experience in B2B customer service or technical support, maintaining organization and quality even when the workload increases.
Dynamic, solution-oriented profile: You act with agility, communicate clearly and assertively, demonstrate resilience, and have sharp prioritization skills to decide what to resolve first when multiple customers request support at the same time. You treat problems as fuel to find fast answers.
Retail or Trade Marketing experience: Minimum 6 months' experience in the sector (supermarket retail experience is a strong advantage).
Ticketing tools: Experience with or knowledge of support tools such as Zendesk.
SaaS platforms: Previous experience with offer-management platforms or retail-focused SaaS solutions.

Benefits

Comp & perks

Medical insurance (Sulamérica or Central Nacional Unimed, depending on region) for you and your dependents with no monthly fee; co-payments apply based on utilization.
Dental insurance (Odontoprev) for you and your dependents with no monthly fee; co-payments apply based on utilization.
Dasa telemedicine with multiple online consultation options, no referral required and no co-payments.
"Meu Doutor" family doctor service available to employees and dependents enrolled in the medical plan.
Pregnancy program (for employee or dependent), supporting a safer, more comfortable experience during pregnancy, childbirth and postpartum.
Free flu vaccine for you and your dependents.
Prevenar 13 vaccine to help protect against 13 types and subtypes of pneumococcal bacteria.
Life insurance.
Gympass.
Extended maternity and paternity leave.
Flexible benefits via the Caju card (meal and food allowances – VR/VA).
Birthday off to celebrate your special day.
Day off for moving house.
Extended wedding/honeymoon leave to enjoy your honeymoon at leisure.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ExcelGoogle Sheetsdata analysisdashboard creationspreadsheet modelingformulasdatabase work

Soft Skills

communicationassertivenessresilienceprioritizationagilitysolution-oriented