Vertem

Communications

• Lead the Marketing and Communications strategy, ensuring alignment between brand, business and audience.
• Coordinate branding projects, positioning, and verbal and visual identity.
• Ensure brand consistency across campaigns, presentations, events, social media, internal communications and commercial materials.
• Plan and oversee content production for social media and institutional channels.
• Coordinate the design team's work, ensuring quality, prioritization and smooth delivery.
• Work in partnership with branding agencies, vendors and internal teams.
• Support the development of institutional, commercial and executive narratives.
• Lead public relations initiatives, reputation management and brand authority.
• Plan and execute events, activations and brand presence initiatives.
• Structure internal communications relevant to culture, engagement and organizational alignment.
• Organize requests, calendars, priorities and production workflows for the area.
• Monitor communication, content, brand and initiative performance metrics.
• Work collaboratively with Growth, Product, Sales, Customer Success and partner teams.

Marketing, Communications Coordinator

Full-stack Engineer

• Lead the development team technically, serving as the squad's primary engineering reference.
• This is a highly technical, hands-on role: in addition to defining architecture and technical direction, you will continue coding, reviewing code, and ensuring the quality, scalability, and evolution of .NET cloud solutions.

Tech Lead

Analyst

• Provide fast, empathetic, and personalized support via WhatsApp, live chat, Reclame Aqui and other digital channels;
• Resolve questions, complaints, and issues effectively, ensuring a positive customer experience;
• Record all interactions in the internal system, ensuring follow-up and traceability of cases;
• Escalate more complex cases to the relevant teams, keeping the customer informed of progress;
• Identify patterns in customer requests and recommend improvements to support processes and the customer journey;
• Collaborate with other teams (Product, Marketing, IT) to improve the customer experience based on received feedback;
• Monitor service metrics such as response time, resolution rate, and CSAT (Customer Satisfaction Score);
• Analyze reports to identify optimization opportunities and present relevant insights to the team;

Digital Customer Experience (CX) Analyst

Product Operations

• Manage the registration, updating, and maintenance of partners, sellers, and vouchers in internal systems, ensuring data integrity and operational compliance.
• Conduct onboarding, provide ongoing support, and govern partners and sellers, ensuring adherence to rules, operational SLAs, and marketplace standards.
• Monitor performance, KPIs and SLAs, identifying deviations, risks, and operational bottlenecks, and propose and follow up on action plans to improve results.
• Serve as the focal point for handling internal and external tickets (via Zendesk and other tools), ensuring effective resolution of requests.
• Oversee the end-to-end logistics journey, from order to delivery, mitigating incidents and ensuring operational flow.
• Conduct quality monitoring sessions with partners and sellers, performing analyses, reports, and executive performance presentations.
• Develop, standardize, and maintain up-to-date processes, documentation, and governance routines.
• Work collaboratively with internal teams (Operations, Customer Service, Logistics, Finance, Product, Commercial, and IT) to resolve requests and evolve processes.
• Support continuous improvement initiatives, including system reviews, operational optimizations, and post-sale and partner experience projects.
• Create content, enable, and deliver training for partners and internal teams.

Junior Operations Analyst – Products and Partners

• Develop and execute performance and CRM strategies aligned with business objectives.
• Plan and implement communication and growth initiatives to strengthen brands and expand the customer base.
• Operate and optimize martech tools, including campaign delivery and CRM, with a focus on INSIDER.
• Build and analyze dashboards and performance reports to ensure data-driven decision-making.
• Support the structuring and organization of multiple workstreams, ensuring efficiency in managing simultaneous demands.
• Create executive materials and strategic reports for internal and external stakeholders.
• Work with autonomy and initiative to identify and resolve strategic challenges.
• Develop and improve client and project management processes to ensure smooth operations.
• Conduct market and competitor analysis to optimize growth strategies.
• Establish and monitor performance metrics, proposing continuous improvements.
• Collaborate closely with multidisciplinary teams to ensure strategic alignment.
• Develop leadership skills for a future managerial position, including people management.
• Ensure clear internal and external communication, facilitating information exchange and initiative execution.

Senior Performance Analyst

General

• Ensure operational excellence, predictability of deliveries and continuous improvement of the team’s performance, ensuring compliance with contracted KPIs and the company’s strategic OKRs
• Ensure pace and predictability of design, development and delivery processes
• Ensure compliance with operational and contractual indicators (SLA, quality, efficiency, productivity)
• Define, monitor and improve performance and quality metrics
• Proactively identify risks and deviations in indicators
• Lead structured action plans to recover performance
• Act as the strategic focal point in the operational relationship with clients
• Support critical discussions: incidents, changes, requests and crises
• Lead war rooms when necessary, ensuring rapid stabilization and clear communication
• Strengthen Vertem’s perception of value and reliability
• Identify opportunities for technical and operational optimization
• Structure continuous improvement initiatives focused on efficiency and quality
• Evolve the working model, seeking productivity gains and reduction of rework
• Coordinate the development and delivery team with a focus on high performance
• Foster a healthy, collaborative and results-oriented environment
• Develop talent, acting as a technical and behavioral mentor
• Encourage engagement and a sense of ownership
• Manage vendors contracted by the team
• Ensure alignment of deliveries, quality and SLAs
• Integrate vendors into the area’s governance model
• Ensure the team contributes directly to the company’s OKRs
• Support leadership in analyzing deviations and building structured plans
• Maintain fluid communication with other areas and executives

Team Leader

• Manage and develop a portfolio of enterprise clients in a B2B2C model,
• Identify and execute upsell and cross-sell opportunities within the active base,
• Directly lead 2 professionals, structuring routines, targets and development,
• Coordinate commercial relationship schedules with high-level stakeholders (C-level and board),
• Monitor and report relationship, revenue expansion and account health KPIs via Power BI,
• Organize and maintain the CRM (Pipedrive) with data rigor and discipline,
• Prepare presentations and strategic materials,
• Conduct frequent on-site client visits in the regions of operation,
• Serve as a strategic point of reference between the client and Vertem's internal teams.

Commercial Coordinator

• Support the construction and maintenance of data pipelines on the Databricks platform.
• Assist with integrating data from various sources (APIs, databases, spreadsheets, and internal systems).
• Perform basic data ingestion, transformation, and data quality activities.
• Support analysts in the creation and improvement of processes, dashboards, and data models.
• Help monitor routines and identify failures or inconsistencies.

Data Assistant

• Customer Support:
• Provide fast, empathetic and personalized support via WhatsApp.
• Resolve questions, complaints and orders with a focus on delighting customers.
• Log interactions in the internal system.
• Escalate more complex issues to the appropriate teams.
• Monitor basic support metrics such as response time and customer satisfaction (CSAT).
• Recommend improvements based on questions and feedback received.

Digital Customer Support Assistant

Sales Engineer

• Act as the technical reference throughout the sales cycle, understanding prospect challenges and designing solutions aligned with Vertem’s portfolio;
• Lead workshops and discovery sessions with clients to map functional, technical and business requirements;
• Design customized solution architectures, combining Vertem platform modules and capabilities to address the client's objectives;
• Produce and present technical proposals, demonstrations (demos) and proofs of concept (POCs) that demonstrate the value and feasibility of the proposed solution;
• Support the sales team during qualification, presentation and negotiation stages, translating business requirements into architectures that are understandable to both technical and executive audiences;
• Respond to RFPs, RFIs and technical questionnaires accurately and in depth, articulating the platform’s capabilities and competitive differentiators;
• Identify opportunities for scope expansion (upsell/cross-sell) based on a deep understanding of the portfolio and the client’s pain points;
• Stay up to date on the product roadmap and new releases to incorporate them into commercial narratives;
• Serve as a market intelligence channel for the Product and Engineering teams, consolidating feedback, feature gaps and trends identified during sales cycles;
• Create and maintain pre-sales materials: architecture diagrams, comparisons, technical one-pagers, solution playbooks and demo scripts;
• Enable the sales team on the technical aspects of the products by delivering training and internal enablement sessions;
• Contribute to the development of success cases together with Customer Success and Marketing teams.

Sales Architect

Client Services Representative

• Provide operational support for loyalty and incentive programs, ensuring continuity and quality of operations.
• Perform balance migrations in cases of account aggregation or death.
• Provide support and clarify questions from ATs, RTVs, concierges and program participants.
• Validate partners and products active in the programs.
• Analyze canceled orders, process refunds and engage responsible areas for necessary actions.
• Monitor invoices related to current campaigns.
• Contact and handle participants in critical or conflict situations.
• Manage operational backlog, track critical cases and ensure deadlines are met.
• Monitor and follow up on Level 2 (N2) tickets until resolution.
• Prepare operational reports and management reports.
• Conduct operational follow-up meetings, such as WBR (Weekly Business Review) and MBR (Monthly Business Review).
• Produce and consolidate performance indicators for operations and loyalty programs.
• Post points credits in the system upon prior approval.
• Develop and monitor action plans with clients to resolve operational issues.
• Register new sources and system parameterizations during the implementation of new projects (Kick-off).
• Execute additions, removals and updates of products and partners in the catalog.
• Perform exception credits upon formal approval.
• Activate and register partners in the rewards catalog according to received requests.
• Manage and resolve incidents, requests and operational problems.
• Analyze orders canceled for security reasons and trigger necessary actions.
• Promote continuous process improvement by identifying opportunities to increase operational efficiency.
• Act as a liaison between clients, internal teams and strategic partners.

Junior Client Service Analyst

Manager

• Gestão de carteira de key accounts: Ser o ponto de contato central de aproximadamente 5 contas estratégicas, construindo relações sólidas e de confiança com os stakeholders de cada cliente.
• Acompanhamento de resultados: Monitorar continuamente os indicadores de desempenho das contas gerenciadas, assegurando que os objetivos contratados estejam sendo cumpridos e identificando oportunidades de melhoria contínua.
• Gestão de projetos: Planejar, executar e monitorar projetos de implementação ou integração de produtos e serviços, garantindo entregas dentro do prazo, do escopo e do orçamento, com alta qualidade e alinhamento às expectativas do cliente.
• Rentabilização da carteira: Identificar e explorar ativamente oportunidades de upsell e cross-sell, propondo soluções da Vertem que atendam a necessidades identificadas.
• Conhecimento profundo de portfólio: Dominar os produtos e serviços da Vertem — suas funcionalidades, casos de uso e potencial de customização.
• Colaboração interna: Atuar como elo entre o cliente e as equipes internas da Vertem, garantindo que as demandas e contextos das contas sejam traduzidos em ações concretas e priorizadas corretamente.

Gerente de Negócios

Account Manager

• Manage daily relationships with strategic partners, ensuring excellent service and follow-up on requests.
• Prospect for new partners and sellers aligned with the company's commercial strategy.
• Lead the onboarding process for new partners, ensuring efficient integration and adherence to internal processes.
• Manage the promotional calendar, offer lists, campaigns and commercial opportunities.
• Identify opportunities to grow the portfolio, increase revenue and improve partner performance.
• Monitor area KPIs such as GMV, Revenue and Commission.
• Conduct market and competitor research and analysis.
• Participate in alignment, follow-up and progress meetings with internal and external partners.
• Ensure correct information flow between partners and internal company teams.
• Support financial and tax processes related to partner operations, monitoring documentation, payments and internal follow-ups.

Partnerships Analyst, Junior

• Provide Level 1 support using Zendesk and ServiceNow.
• Provide support in clients' customer-service WhatsApp groups.
• Responsible for campaign onboarding.
• Responsible for creating and managing small online stores ("lojinhas").
• Campaign registration/setup.
• Monitor IT tickets.
• Responsible for training clients on Zendesk and Zendesk Admin.
• Provide first-level customer support via phone or internal systems.
• Log and track requests, questions and complaints promptly and courteously.
• Concierge duties to handle critical issues or participant rescues.
• Maintain clear and professional communication, always prioritizing customer satisfaction.
• Open, monitor and close tickets in ticketing systems (e.g., Service Desk, Salesforce, CRM, etc.).
• Interact with internal areas (technical, commercial, procurement, etc.) to ensure customer requests are resolved.
• Ensure SLA deadlines are met and inform clients about the progress of their requests.
• Support administrative processes related to customer service, such as sending reports, updating records and managing documents.
• Keep up-to-date records of interactions, incidents and feedback.
• Invoicing.
• Management of supplier invoices (Notas Fiscais).
• Monitor the customer journey after delivery of services/products.
• Identify opportunities to improve service or internal processes that impact customer experience.
• Generate basic performance and customer service reports (number of tickets, types of requests, resolution times, etc.).
• Assist in analyzing service KPIs and propose basic improvements.

Client Service Analyst – Junior

Operations

• Lead the N2 Support team, fostering a high-performance, collaborative environment
• Conduct regular follow-ups, provide structured feedback, and support team development
• Deliver training and refreshers to ensure adherence to processes and operational standards
• Ensure documentation, maintenance, and evolution of processes in the knowledge base
• Develop and run quality monitoring routines
• Ensure operational compliance, identifying deviations and proposing action plans
• Map root causes of tickets and consolidate analyses of tabulation reasons
• Build diagnostics (e.g., Pareto of top offenders) to guide priorities
• Escalate structural issues to N3 and Product with consistent analyses and proper documentation
• Support prioritization of requests with the greatest operational impact
• Gather KPIs, define action plans, and present results
• Participate in running war rooms, ensuring application of the operational framework
• Support communications, records, RCA, post-mortems, and prevention plans
• Strengthen governance to reduce recurrence
• Work closely with Product, Technology, and Operations teams
• Contribute to product evolution based on operational insights