Digital Customer Experience (CX) Analyst

Vertem

Customer Experience Analyst for a dynamic company delivering innovative solutions. Engaging directly with consumers via WhatsApp, Chat, and email to enhance customer experience.

Posted 7/14/2026full-timeBarueri • 🇧🇷 BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing empathetic customer support through digital channels, with a focus on problem-solving and collaboration across teams to enhance the customer experience. Proficient in analyzing service metrics and optimizing support processes based on customer feedback.

Highest-signal resume keywords

Customer Service ExperienceEmpathetic CommunicationProblem-Solving SkillsService Metrics AnalysisCollaboration with Multidisciplinary Teams

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Excel SkillsCustomer Service MetricsNPSCSATCES

Soft Skills

Clear CommunicationAssertivenessOrganizational Skills

Tools & Technologies

WhatsAppLive ChatReclame AquiZendesk

Industry Keywords

Customer ExperienceSupport ProcessesCustomer JourneyService Metrics

About the role

Key responsibilities & impact

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;

Requirements

What you’ll need

Previous experience in customer service, especially via WhatsApp, live chat, and Reclame Aqui;
Basic to intermediate Excel skills;
Clear, assertive, and empathetic written communication skills;
Ability to solve problems and handle stressful or conflict situations;
Organized, able to manage multiple interactions simultaneously;
Experience with customer service metrics (NPS, CSAT, CES) — a plus;
Familiarity with support tools such as Zendesk or similar — a plus;
Ability to work collaboratively with multidisciplinary teams — a plus.

Benefits

Comp & perks

Flex Office – 2 days remote (home office) and 3 days on-site.
Birthday Day Off – Your special day, however you prefer + points in our Marketplace!
Flexible hours – More autonomy to organize your schedule.
Health and dental insurance (SulAmérica).
Life insurance (SulAmérica).
Psychological support – Access to a platform with psychologists.
On-site massage – A moment of relaxation during your day.
Chill-out room – To recharge.
TotalPass – Access to gyms and fitness activities.
Fresh fruit at the office – For a healthy snack during the workday.
Flexible meal or food allowance – R$43.64 per day.
Childcare assistance – For children up to 5 years old.
Commuting allowance, parking, or company shuttle – Mobility options provided.
QultureRocks – 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 casual moments.
Exclusive benefits on special dates – Because every special moment deserves to be celebrated!