Mundiale

Customer Support

• Acolhimento e Atendimento Humanizado: Atender solicitações com foco em empatia e agilidade, transformando cada chamado em uma oportunidade de fortalecer a confiança e a experiência do cliente.
• Gestão de Chamados e SLA: Realizar o suporte técnico e funcional garantindo o cumprimento dos prazos (SLA) e mantendo padrões rigorosos de qualidade em todas as interações.
• Educação e Valor (Self-Service): Atuar como facilitador no uso das soluções, orientando o cliente para que ele extraia o máximo valor da plataforma e ganhe autonomia.
• Gestão de Expectativas: Manter um fluxo de comunicação proativo, garantindo que o cliente tenha visibilidade total sobre o status e os prazos de suas demandas.
• Voz do Cliente (Feedback Loop): Identificar, registrar e categorizar bugs e sugestões, servindo como ponte entre a dor do cliente e o time de Produto para melhoria contínua.
• Gestão do Conhecimento: Criar e atualizar documentações técnicas e artigos de Central de Ajuda, transformando problemas recorrentes em soluções de autoatendimento.
• Melhoria de Processos: Analisar tendências e indicadores de suporte para propor melhorias operacionais que reduzam o volume de chamados reativos.
• Continuous Learning: Manter-se atualizado sobre as evoluções constantes do ecossistema de produtos para garantir um suporte preciso e tecnicamente alinhado.

Suporte ao Cliente

Full-stack Engineer

• Identify potential solution approaches with the team, focusing on use cases, key business rules, and context.
• Collaborate with the team to maximize value delivery.
• Participate in cross-functional project teams and/or squads according to demand and pre-established timeframes.
• Contribute to and implement project architecture to ensure scalability, security, and product evolution.

Software Developer Intern

Analyst

• Identify patterns, trends and opportunities based on KPIs.
• Translate data into insights that guide business decisions or product improvements.
• Propose new perspectives and reports when necessary, based on identified gaps or insights.
• Validate deliverables to ensure they meet analytical requirements.
• Create clear, concise executive summaries for stakeholder presentations.

Performance Analyst

Customer Success Manager

• Manage and optimize the customer journey, from onboarding through retention and reactivation.
• Analyze and collect data on customer behavior to identify opportunities for growth and personalization.
• Develop and execute strategic email, push, and SMS campaigns to warm leads and nurture customers, ensuring data quality and proper segmentation.
• Create tailored solutions to meet our customers’ needs, implementing loyalty programs and other initiatives.
• Conduct A/B tests and other optimizations to continuously improve open rates, clicks, and conversions, generating more opportunities for the Sales and Customer Success teams.
• Monitor and report key KPIs (such as churn, LTV, CTR, and conversion rates) and provide actionable insights to leadership.
• Work closely with Marketing, Product, and Growth teams to ensure a cohesive, results-driven strategy.

CRM Specialist

Software Engineer

• Support the creation of new systems and the evolution of existing systems
• Translate requirements into functional, high-performance platforms
• Pursue continuous development of behavioral (soft) skills
• Collaborate with the team to maximize value delivery
• Perform related activities within your role
• Inspect and adapt product development daily
• Propose solution hypotheses together with the team
• Stay up to date with procedures and processes
• Map and understand the customer experience.

Chatbot Developer Intern

• Build and maintain bots on the Witcom platform;
• Participate in agile ceremonies with the team;
• Map and understand the customer experience;
• Inspect and adjust product development daily with the team;
• Contribute to the decision to deploy developed features to production;
• Raise solution hypotheses with the team according to guidelines.

Chatbot Developer

• Business Understanding: Collaborate directly with the Product Manager (PM), participate in agile ceremonies and client meetings to validate chatbot performance and ensure interactions are accurate and aligned with business objectives.
• Team Interaction: Maintain continuous communication with the chatbot developer and the UX Writer, ensuring that the creation and modification of flows comply with the company’s tone of voice and meet user needs.
• Interaction Analysis: Collect and analyze interactions using the Witcom platform to identify improvement opportunities and propose enhancements in the use of artificial intelligence, improving the user experience.
• Bot Training: Train the bot to effectively handle informational situations and avoid unnecessary escalations to human support, increasing its autonomy and efficiency.
• Metrics and Monitoring: Support the definition of success metrics together with the data team, monitor the impact of chatbot changes, and contribute to continuous improvement.
• Decision Making: Contribute to decisions about deploying new developments to production, ensuring they are ready to deliver value to customers.
• Collaboration and Growth: Actively collaborate with the team to maximize value delivery, share knowledge, and support the team’s growth and development.
• Creative Solutions: Formulate hypotheses and discuss solutions with the team, always considering key business rules, use cases, and context to achieve the best results.

Chatbot Analyst

Product Manager

• Manage conversational products;
• Participate in client meetings to understand requirements, present ideas and conduct discovery sessions;
• Propose improvements, new flows and features based on results, benchmarks and business needs;
• Write user stories and organize requests for the technical team;
• Prioritize deliveries with a focus on impact and feasibility;
• Monitor product performance and recommend adjustments based on data and feedback;
• Serve as the point of connection between the client, technical team and internal Mundiale departments.

Backend Engineer

• Contribute to decisions on deploying developed features to production;
• Gather solution hypotheses with the team focusing on use cases, core business rules, and context;
• Coordinate unforeseen requests with the Product Manager;
• Support the development of user stories and epics to be addressed;
• Present technical solutions for resolving issues and evolving products as requested by the Product Manager;
• Contribute to and implement architecture and technology to ensure the project's scalability, security, and evolution;
• Develop scalable, distributed applications;
• Participate in interdisciplinary project teams and/or squads according to demands and predefined periods;
• Apply standards, security practices, deployment, and monitoring for applications.