Customer Support

• Assist the development team with daily needs such as validating tests, automating tasks, helping with deployments, and, of course, grabbing coffee for the team.

Customer Experience Intern

• Atender clientes via chat, telefone e e-mail para entender suas necessidades
• Resolver problemas dos clientes e ser responsável com informações passadas
• Saber trabalhar com responsabilidade sobre as metas solicitadas
• Priorizar tarefas e honrar compromissos de datas término de serviços

Assistente de Atendimento ao Cliente

• Ajudar o time de desenvolvimento nas necessidades do dia como validação de testes, automatização de tarefas, ajuda com deploy e claro pegar cafézinho pra galera.

Estágio em Customer Experience

• Handle customer service inquiries to resolve requests;
• Perform critical analysis and process customer requests;
• Monitor incidents until completion, ensuring communication with all parties involved;
• Measure customer/consumer satisfaction by sending satisfaction surveys;
• Ensure compliance with commitments defined in the company's quality policies.

Customer Service Assistant

• Manage a high-volume client portfolio, handling complex interactions with a focus on preventing cancellations (churn) and working in a consultative, solution-oriented manner to ensure customer retention.
• Oversee the retention funnel, monitoring team and company metrics. Observe portfolio behavior signals and conduct targeted, strategic interactions focused on retention and relationship building.
• Identify risks and opportunities related to customer satisfaction and success, ensuring customers perceive the value of our solution.
• Collaborate with internal teams to guarantee a consistent customer journey and contribute to the continuous improvement of the CS area.
• Consistently record all interactions, activities, learnings, and client movements in the available tools (CRM), ensuring organization and visibility across the company.
• Analyze and present performance data for your portfolio, investigate root causes, identify retention opportunities, and propose effective action plans.

Customer Success Analyst, Mid-level – Retention

• Handle cancellation requests via phone, chat, WhatsApp and email;
• Work to reverse those requests by resolving issues, managing expectations, answering questions and addressing conflicts;
• Propose retention plans and actions aimed at keeping customers active;
• Recommend improvements to tools, processes and customer service channels;
• Participate in training sessions, performance meetings and the creation of action plans.

Customer Success Analyst (Mid-level) – Cancellations

• Atuar diretamente no relacionamento com clientes via WhatsApp
• Acompanhar a jornada dos clientes, garantindo evolução e resultado
• Organizar demandas e direcionar tarefas para o time interno (via ClickUp)
• Apoiar e orientar clientes sobre estratégias, execução e próximos passos
• Identificar gargalos e agir com rapidez para destravar resultados
• Participar de reuniões e manter comunicação clara, objetiva e estratégica
• Garantir que prazos e entregas estejam sendo cumpridos com qualidade

Analista de Sucesso do Cliente

• Analyze the health of their assigned portfolio and provide appropriate solutions to meet client needs, driving revenue growth through cross-sell, up-sell and account expansion;
• Configure the Aprova platform according to our clients' business rules;
• Respond to inquiries sent via email, helpdesk and WhatsApp both proactively and reactively;
• Investigate, document and resolve encountered issues, creating efficient action plans;
• Conduct follow-up meetings with tactical and strategic focus;
• Prepare engagement and learning flows and materials for clients;
• Share knowledge with the team and champion efficiency and automation;
• Develop strategies to achieve product adoption metrics;
• Prepare product performance and usage reports;
• Be available to travel if required;
• Perform checkpoints with clients to demonstrate the value achieved through product use.

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