Customer Support

• Lead, develop and engage the Customer Success team, strengthening a customer-centric culture focused on operational excellence and continuous improvement.
• Monitor and analyze the area’s strategic KPIs, such as CSAT, NPS, churn, retention rate, lifetime value, revenue expansion (upsell/cross-sell) and service-level agreements (SLA).
• Manage the entire customer journey, from onboarding through renewal processes, ensuring a consultative, seamless and high-value experience.
• Act proactively to identify risks related to customer churn, developing action plans and retention strategies.
• Maintain continuous collaboration with strategic areas such as Sales, Product, Support and Marketing to ensure alignment of initiatives and to strengthen the customer experience.
• Lead executive and follow-up meetings with clients, presenting metrics, results, opportunities for improvement and continuous improvement plans.
• Design, review and optimize internal processes to achieve scalability, operational efficiency and improved team performance.
• Own the operational planning for the area, ensuring resources, direction and feasibility to deliver high-quality outcomes.
• Ensure a high level of customer satisfaction and perceived value, focusing on relationship management, technical quality and excellence in the delivered experience.
• Prepare and analyze periodic management reports related to operational performance, service, retention and customer relationships.
• Identify operational, financial and relationship risks within the area and implement corrective actions and mitigation strategies.

Customer Success Coordinator

• Resolver problemas relacionados con cuentas de clientes, políticas internas y soporte general;
• Brindar atención multicanal (chat, correo electrónico y/o voz) de manera humanizada, con alto volumen y variedad de solicitudes;
• Gestionar múltiples atenciones simultáneamente a través de diferentes canales, utilizando diversas herramientas en línea;
• Consultar constantemente guías internas y seguir normas y políticas de atención con precisión;
• Alcanzar y mantener los indicadores de desempeño (Satisfacción del Cliente, Tiempo Promedio de Atención, Calidad);
• Comunicarse con el equipo interno en inglés: la lectura e interpretación de textos en inglés son esenciales.

Especialista en Atención al Cliente Bilíngue Español – Mídias Sociales

• Respond to customers via chat, phone, and email to understand their needs and the needs of the business, and to promote optimal use of Asaas
• Resolve customer issues and take responsibility for the accuracy of information provided
• Work responsibly to meet assigned targets
• Prioritize tasks and meet service completion deadlines

Customer Service Assistant – Position Reserved for Candidates with Disabilities

• Deliver outstanding customer support via emails and calls
• Assisting customers with product-related questions, technical troubleshooting, and solution-oriented support
• Responding to customer email inquiries in accordance with established service level agreements
• Manage open support cases, ensuring unresolved issues are actively tracked and updated
• Escalate complex or high-priority issues to the appropriate team when needed
• Proactively communicate status updates to customers and internal stakeholders, ensuring transparency and timely follow-through

Customer Support Consultant, SaaS

• Operate in a high-touch model, delivering personalized and strategic interactions with customers according to the team's strategic direction;
• Lead periodic meetings (QBRs) and training sessions with consultative, solution-oriented interactions, identifying risks and opportunities related to adoption, retention, and customer satisfaction;
• Monitor customer health indicators, ensuring proactivity and prioritization in account management;
• Anticipate churn signals, engage in negotiations and recovery plans, and collaborate with internal teams to resolve critical blockers;
• Identify and nurture upsell and cross-sell opportunities;
• Represent the voice of the customer in internal forums and coordinate actions with Product, Services, Support, and Sales teams;
• Collaborate with internal teams to ensure a consistent customer experience and contribute to the continuous improvement of the Customer Success function.

Mid-level Customer Success Analyst — Key Accounts

• Deliver outstanding customer support via phone calls, chats, and emails
• Build strong and lasting customer relationships
• Keep up with evolving tools and technology
• Handle sensitive customer data with care and security
• Apply the latest and greatest customer happiness practices
• Maintain deep understanding of client solutions and meet KPI
• Communicate with developers and cross-functional specialists

Customer Support Consultant, Fluent English

Customer Support Consultant, Hospitality – Global

• Work toward achieving common objectives together with the team;
• Act as a change agent in the customer service journey;
• Respond promptly to customer complaints in a clear, courteous, and professional manner;
• Investigate and understand submitted complaints, identify root causes, and propose effective solutions for Renner customers;
• Maintain clear and empathetic communication with customers, ensuring all information is conveyed understandably and in a friendly manner;
• Proactively contact customers on Reclame Aqui.

Customer Service Assistant

• Own all people management for CSR and CSS agents: 1:1s, coaching, performance reviews, PIPs, hiring recommendations
• Build a culture of accountability, continuous improvement, and professional development
• Manage LATAM contractor workforce: onboarding, performance, scheduling, and cultural integration
• Identify skill gaps across the team and implement targeted training programs
• Own the holistic performance of the support organization across all tiers
• Design and refine escalation frameworks, workflow logic, and tier structures as volume and complexity evolve
• Build and maintain reporting cadences that surface actionable insights — not just dashboards, but narratives about what's working and what isn't
• Capacity plan across shifts, geographies, and skill levels to balance cost and coverage
• Drive semi-annual OKR setting and retrospectives for the support org
• Represent Support in Product and Engineering discussions — advocate for customer pain points, surface bug patterns, and influence roadmap priorities
• Coordinate with Compliance on BSA/AML-adjacent support workflows and state-level regulatory requirements
• Own the cross-functional relationship with Legal — ensure escalation workflows are documented, consistently followed, and that response timelines meet legal and regulatory obligations.
• Partner with the Customer Success Operations Manager on tooling decisions, automation strategy, and AI optimization
• Collaborate with the Frontline Support Manager on escalation handoff quality and T1-to-T2 workflow efficiency
• Drive the department's evolution from reactive ticket resolution to proactive support — identifying and addressing customer issues before they generate contact volume
• Analyze contact driver data to isolate repeatable, high-volume issue patterns and build automated solutions that eliminate them at the source
• Own the automation roadmap for the support org — evaluate, propose, and implement workflow automations, self-service tooling, and AI-driven solutions that reduce manual effort and improve resolution speed
• Partner with Engineering and Product to close feedback loops — ensure recurring support issues translate into product fixes, in-app guidance, or automated resolution paths rather than permanent manual workarounds
• Champion a complexity-first mindset: break down multi-step, cross-system problems into discrete components that can be systematized, automated, documented, or self-served
• Track and report deflection and automation metrics — measure the impact of proactive initiatives on ticket volume, cost-per-resolution, and customer effort score
• Identify systemic inefficiencies in the support funnel and propose structural solutions
• Benchmark support performance against industry standards and competitors
• Evaluate and recommend tooling, automation, and process changes that reduce overall contact rates and cost-per-resolution while maintaining quality

Customer Support Manager

• Serve as a reference for excellence in customer service, delivering agile, empathetic and effective solutions that drive satisfaction, loyalty and brand appreciation.
• Act strategically and decisively across the entire customer journey, performing precise analyses, planning targeted actions, coordinating with internal and external teams, and ensuring outcomes that delight and exceed expectations.
• Receive, analyze and understand customers' needs, identifying issues and proposing prompt, personalized solutions.
• Handle, organize and plan the actions required for resolution, engaging internal and external areas and ensuring customer follow-up within the established deadline (up to 2 days).
• Forward requests to the responsible areas, monitor the response time (12 hours) and perform the necessary follow-ups to ensure the effectiveness of the solution.
• Monitor tickets until full resolution, keeping the customer informed at every stage and escalating to management when necessary.
• Execute processes that prevent repeat contacts, such as re-billing, releasing invoices, handling sales without stock, and processing refunds.
• Manage Reclame Aqui and PROCON (Consumidor.gov), responding to 100% of complaints, tracking outcomes and ensuring solutions that satisfy the customer.
• Support the legal department in handling Small Claims Court (Juizado Especial Cível - JEC) cases, participating in strategy definition and in the execution of judicial decisions.
• Evaluate and approve solutions for basic problems (damages, defects, cancellations, etc.), acting resolutely and with an innovative approach.
• Deliver training and refresher sessions for new employees, acting as management support in disseminating knowledge about processes and systems.

Customer Service Analyst I

• Be responsible for the customer journey from contract signing onward
• Work with customers to anticipate needs, identify challenges and opportunities, and build long-term relationships
• Train customers on how to use the tools through online training sessions
• Handle internal and external customer requests via email, phone, video call, and messaging apps
• Be responsible for customer support, engagement, usability, and satisfaction

Customer Experience Analyst

• Deliver exceptional support experiences to employees and HR leaders from some of our most important customers.
• Provide day-to-day support to Humand customers, primarily across Brazil and other global markets.
• Identify issues and resolve them efficiently while maintaining a customer-centric approach.
• Work closely with HR leaders to guide them through platform-related questions and best practices.
• Train and educate customers to help them get the most value from Humand.
• Track, document, and follow up on customer inquiries while collecting feedback for our Product team.
• Understand customer challenges and proactively suggest creative solutions to improve their internal processes.
• Collaborate cross-functionally with Product, Customer Success, and other teams to ensure customer satisfaction.

Customer Support Specialist

• Realizar o atendimento e a mediação dos casos mais complexos, críticos ou que envolvam riscos à marca, vindos da Ouvidoria e Reclame Aqui; (via telefone, chat, WhatsApp, e-mail e RA).
• Negociar acordos e planos de retenção, visando manter o cliente ativo na base sem comprometer a sustentabilidade do negócio;
• Articular com as áreas parceiras (Comercial, Suporte, Desenvolvimento, etc.) a resolução ágil dos casos, atuando como o facilitador entre a necessidade do cliente e os processos internos da empresa.
• Identificar e sinalizar para a liderança os problemas crônicos ou falhas de processos que estão gerando reclamações repetitivas;
• Contribuir ativamente para a manutenção dos indicadores operacionais da área (como índice de solução e reputação Reclame Aqui);
• Propor melhorias práticas nas ferramentas de atendimento, fluxos de trabalho e scripts de comunicação da equipe;
• Participar de treinamentos e reuniões de resultados, apoiando a liderança na construção de planos de ação operacionais.

Analista de Sucesso do Cliente Sênior – Ouvidoria e Reclame aqui

• Provide high-quality responses that resolve patients' issues across multiple channels, ensuring prompt handling
• Be the voice of MANUAL and Voy, working with patients to guide them through their journey
• Act proactively to identify root causes and prevent recurring problems
• Collaborate with international teams (especially in the United Kingdom) to ensure fast and effective resolutions
• Contribute to process improvements and enhancements to the patient experience
• Work with the UK team, supporting the customer base using AI-assisted translation

Customer Experience Assistant – Exclusively for People with Disabilities

• Manage a portfolio of strategic, high-demand clients, acting as the account owner with a comprehensive view of the client (business, requirements, history, pain points, and opportunities);
• Work proactively and persistently to follow up on requests, projects, and negotiations, ensuring progress and cycle closures;
• Maintain close, strategic, and assertive client relationships, building strong ties and positioning yourself with authority;
• Act proactively in crisis management, anticipating issues and taking action before escalation;
• Monitor client support requests and intervene actively to secure rapid resolutions — not merely ticket routing;
• Focus on problem resolution by mobilizing internal teams (product, support, technical, commercial) and accelerating solutions;
• Manage the full customer lifecycle (onboarding, ongoing success, retention, and expansion);
• Lead negotiations, technical alignments, and delivery follow-ups with a consultative and solution-oriented approach;
• Monitor customer success metrics and continuously work to improve experience and outcomes;
• Use tools such as Totango, Jira, GLPI, and direct channels (e.g., corporate WhatsApp) for active portfolio management.

Senior Customer Success Manager

• Assistance with customer service
• Support in order management
• Collection and analysis of feedback
• Support in improving processes, automations, reports, and performance metrics

Customer Care Intern

• Handle customer inquiries, requests, and complaints via phone, email, chat, WhatsApp, Teams, and other communication channels.
• Provide support to internal teams in resolving cases in the Salesforce CRM.
• Follow up on cases with different areas of the company to expedite responses and ensure the best solution for the customer.
• Act as a mediator in disputes between customers and franchise units, with support from partner areas.
• Make proactive outreach to customers to support requests from other departments.
• Monitor and manage brand presence on Reclame Aqui.
• Look up information in systems such as SAP and open tickets for systemic issues.
• Support process improvements and participate in training on new products, tools, and procedures.
• Contribute to onboarding and development of new team members.

Customer Service

• As a Customer Service Advisor, you will be responsible for delivering exceptional support to existing and potential customers via phone and email.
• You will ensure a high level of consumer service in pre- and post-sales cases, coordinating with related departments to find the best solution for each request.
• Your mission will be to transform the customer experience through smart solutions, teamwork, and excellent communication.

Customer Service Advisor – Portuguese Speaker

• Ensure the best possible experience for customers, from onboarding through daily adoption, proactively providing guidance for optimal use of the platform;
• Conduct onboarding, follow-up routines, and communications with our new customers;
• Support the product team in the platform's continuous improvement by collecting customer feedback and identifying ways to increase engagement and delivered value;
• Monitor KPIs and prevent churn across the customer portfolio;
• Identify more efficient ways to unblock customers' implementation journeys, using technology, automation, and AI to accelerate adoption and reduce friction during implementation.

Customer Success Analyst – Onboarding, Civil Engineering and Architecture

• Manage and operate electronic Order Entry tools
• Monitor and ensure correct routing and processing of orders received through multiple channels into the ERP system (BPCS)
• Manage the CONFIRME tool
• Perform master data setup and maintenance activities
• Ensure data integrity and prevent inconsistencies
• Collaborate with interface areas (Customer Service, Sales and IT) to support resolution of operational issues
• Support continuous improvement initiatives, process automation, and stabilization of operations related to electronic tools

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