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About the role
Key responsibilities & impact- 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.
Requirements
What you’ll need- Previous experience in customer support, especially via WhatsApp.
- Availability to work from home on weekends.
- Clear, assertive and empathetic written communication skills.
- Organized and able to handle multiple conversations simultaneously.
- Basic knowledge of Excel.
- Strong problem-solving skills and the ability to handle pressure or conflict situations.
- Experience with customer support metrics (CSAT, FCR, AHT — Average Handling Time, average wait time).
- Familiarity with support tools such as Zendesk or similar.
- Ability to work collaboratively with multidisciplinary teams.
Benefits
Comp & perks- Flex Office – 2 days remote work and 3 days in the office.
- Birthday Day Off – Take your special day off however you prefer, plus points in our Marketplace.
- Flexible hours – More autonomy to organize your schedule.
- SulAmérica health and dental plan.
- Life insurance.
- Access to psychological counseling – platform with psychologists.
- Office massages – a moment of relaxation during your day.
- Decompression room – to recharge your energy.
- TotalPass – access to gyms and fitness activities.
- Fresh fruit in the office – a healthy snack during the workday.
- Flexible Meal Allowance or Food Voucher – R$ 41.91 per day.
- Childcare assistance – for children up to 5 years old.
- Transport voucher, parking or company shuttle – guaranteed mobility.
- Qulture.Rocks – performance and development management platform.
- Education assistance – after 12 months with the company, we invest in your learning.
- Inspiring, disruptive culture – a dynamic, collaborative and innovative environment.
- Newborn kit – a special gift for new parents.
- Internal events and engagement activities – team gatherings and moments of relaxation.
- Exclusive benefits on special dates – because every special moment deserves to be celebrated!
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supportExcelCSATFCRAHTproblem-solving
Soft Skills
empathetic communicationassertive communicationorganizational skillsmultitaskingability to handle pressureconflict resolution