VOLL

Customer Support

• Coordenar a operação mapeamento da jornada do cliente e melhoria de processos
• Atuação com indicadores de experiência (NPS, CSAT, CES, churn, SLA)
• Conduzir rituais de gestão com o time (pipeline review, forecast, 1:1s, reuniões de performance e alinhamento).
• Trabalhar em parceria com as áreas de Atendimento, Relacionamento e Onboarding para assegurar fluidez e assertividade na jornada comercial.
• Identificar oportunidades de melhoria contínua nos processos, playbooks e fluxos comerciais.
• Desenvolver e acompanhar planos de crescimento individual para cada membro do time, promovendo cultura de alta performance, autonomia e protagonismo.
• Reportar resultados e planos de ação com visão analítica e foco em escala.

Coordenação Customer Experience, CX

Operations

• Support the management of IT costs, contracts and suppliers, with a focus on organization and control;
• Monitor payments, invoices, tax receipts, recurring contracts and IT cost centers;
• Keep contract controls up to date, including renewals, adjustments and deadlines, and flag risks and upcoming expirations;
• Support procurement and contracting processes, including obtaining quotes and managing supplier relationships;
• Monitor SaaS and cloud service costs, identifying significant variances (e.g., active users, consumption);
• Support tracking budget vs. actual for the IT budget;
• Analyze and prioritize requests related to costs, contracts and suppliers according to impact and urgency;
• Organize and manage your own time to respond efficiently to requests;
• Work collaboratively with technical teams, finance and suppliers;
• Read and interpret contracts and technical/operational documentation, open support tickets and perform simple written communications with international suppliers in English.

FinOps Analyst – IT Costs, Contracts and Suppliers

QA Engineer

• Analyze requirements for new features;
• Create test scenarios that validate acceptance criteria and business rules;
• Execute and manage test plans;
• Report and track defects;
• Execute tests on web and mobile devices (Android and iOS);
• Manipulate data in databases and monitor system logs in Sentry;
• Opportunity to learn test automation for APIs, web, and mobile.

Quality Engineer – Junior

Sales

• Identify and pursue new sales opportunities, negotiate deals, and maintain customer satisfaction throughout the sales process;
• Conduct active prospecting and hunting for enterprise clients, effectively identifying and engaging them, mapping their needs, and delivering our solutions;
• Client visits;
• Follow-up;
• Product and service presentations;
• Preparing and sending quotations and proposals;
• Negotiation;
• Closing sales;
• Business networking;
• Participation in trade shows and events.

Senior Sales Executive

Consultant

• Customer service via Zendesk, chat and phone, providing efficient and personalized support.
• Quoting, booking, issuance and reissuance of domestic and international travel services, including air, accommodation, car rental and travel insurance.
• Use of systems such as Sabre, E-LATAM, among others, with user-level knowledge.
• Provide immediate feedback on incidents to the corporate department, including compliments, complaints and suggestions for improvement.
• Maintenance and updating of the Helpcenter, ensuring accurate and up-to-date information.
• Technical-operational support for clients and the team.
• Participation in client meetings and internal strategic meetings.
• Delivering platform training for clients and team members.
• Identification and analysis of operational errors, reacting promptly to resolve them.
• Acting as liaison between the corporate department and other departments, ensuring alignment and effective communication.
• Efficiently use VOLL tools and systems to complete travel requests.

Senior Corporate Travel Consultant

Analyst

• Reception and onboarding of new SMALL-category clients: Lead the onboarding process for new clients, providing a welcoming reception and a comprehensive introduction to our travel platform and wallet.
• Training and enablement: Deliver trainings, presentations, and workshops so clients understand how to use our services and can get the most value from the tools provided.
• Personalized follow-up and support: Serve as the initial point of contact for questions and issue resolution during the implementation period, collaborating with other areas such as alliances, customer service, farmer, product, and technology.
• Documentation and feedback: Record the entire onboarding process, produce reports, and collect feedback for continuous improvement of the process, as well as identify opportunities to develop the platform.
• Compliance assurance: Monitor adherence to contracts and SLAs agreed with the client, align expectations, and ensure deliveries meet the established deadlines and requirements.

Onboarding Analyst, Mid-level

Recruitment

• Manage end-to-end recruitment and selection processes and job postings.
• Develop strategies and methods to identify required candidate skills, structuring efficient selection processes.
• Prepare assessments and analyze candidate profiles.
• Lead internal projects to improve recruitment and selection.
• Participate in action planning.
• Develop and analyze departmental KPIs.
• Perform active sourcing (hunting) for strategic and technology roles.
• Act as a strategic partner to leadership, ensuring alignment with business needs.
• Support compensation and talent retention processes.
• Act strategically across all Recruitment & Selection activities.