Customer Support Coordinator – Accounting, Payroll

Job not on LinkedIn

🔥 1 minute ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 13%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Contajá Contabilidade Online

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🤝 B2B

☁️ SaaS

💰 Venture Round on 2021-10

Accounting • B2B • SaaS

Contajá Contabilidade Online is a fully online accounting firm that simplifies the bureaucratic process for businesses across Brazil. They offer comprehensive online accounting services, including company registration, switching accountants, and advising micro-enterprises. With a focus on affordability and personalized support, Contajá aims to help entrepreneurs reduce costs and enhance productivity through a dedicated team of real accountants accessible via digital communication channels.

📋 Description

• Ensure excellent customer support for accounting, payroll, and ContaJá platform-related matters • Lead and oversee the customer support team’s operations, ensuring organization, productivity, and quality • Assign requests based on volume, complexity, priority, and team capacity • Monitor support metrics and identify deviations, bottlenecks, and opportunities for improvement • Track SLA compliance and take preventive action on requests at risk of delay • Analyze data and propose initiatives to improve productivity, response times, resolution rates, and customer experience • Monitor individual and team performance, providing direction and feedback • Support the definition of goals, metrics, and action plans • Resolve complex cases and support the team with accounting, tax, payroll, and customer support questions • Turn recurring questions and issues into FAQs, guides, procedures, and workflows • Ensure processes and guidance are up to date and standardized • Lead or support technical and soft-skills training • Identify training needs based on observed errors, metrics, and challenges • Work with other departments to resolve recurring issues and improve processes that affect customers • Monitor the proper use of the team’s tools and systems • Drive continuous improvement of processes, efficiency, autonomy, and support quality • Develop team members by keeping 1:1 meetings, individual development plans (IDPs), and performance reviews up to date

🎯 Requirements

• Proficiency with ticketing and customer support systems such as Tiflux, Zendesk, or similar platforms • Experience managing and analyzing support metrics, including SLA, average handling time (AHT), first response time, resolution rate, backlog, reopen rate, and customer satisfaction • Advanced Excel and/or Power BI skills • Knowledge of customer support operations management and request assignment • Familiarity with team and task management tools such as Trello, ClickUp, or similar platforms • Strong knowledge of accounting and tax processes as applied to customer support • Knowledge of key payroll processes, including payroll processing, onboarding, offboarding, and basic labor compliance obligations • Ability to develop FAQs, manuals, guides, scripts, and customer support workflows • Knowledge of training and team development in technical and customer support topics • Ability to quickly learn and operate proprietary systems and new technology tools • Bachelor’s degree in Accounting or Business Administration • Postgraduate degree and/or specialization in Accounting, leadership, or data analysis

🏖️ Benefits

• Caju Benefits Card – BRL 700 per month to use as you choose, with no payroll deduction and maintained during vacation • Unimed Health Plan – 100% covered by ContaJá, with copayment only when used • Dependents (spouses and children) may be added at a cost fully covered by the employee • Birthday Day Off • Wellhub (formerly Gympass) – access to gyms and wellness platforms • Telepsychology – up to 2 free sessions per month • Telenutrition – up to 2 free consultations per month • 15% discount on laboratory tests at the Dasa network • 30% discount on generic medications and 20% discount on brand-name medications at the Pague Menos network • Partnership with Estácio for academic development • ImpulsoJá Career Plan • Gamification program with virtual coins redeemable for prizes, event participation, gifts, and more