Customer Support and Automation Specialist

Job not on LinkedIn

🔥 1 hour ago

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

Helppi

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2019

👥 HR Tech

🏪 Marketplace

🤝 B2B

🔥 Funding within the last year

💰 Angel on 2025-07

HR Tech • Marketplace • B2B

Helppi is a Brazilian digital platform that connects businesses with qualified on-demand labor (called "Helppers") for retail and logistics tasks. The platform supports services such as shelf replenishment, stocking, store organization, picking, material handling, packing/embalagem, promotional shopper activities and other related tasks, offering businesses flexible, cost-effective staffing while providing workers flexibility and extra income. Helppi reports a 4. 9 average rating, serves over 2,000 establishments, has recorded 450K attendances and 3M hours across 150 municipalities in 17 states. The company operates as Helppi Tecnologia Ltda.

📋 Description

• Design and implement automated customer support flows; • Map the main journeys of Helppers and customers and identify friction points that can be resolved with automation; • Configure, train and improve AI agents to assist Helppers and customers across channels (WhatsApp, email, social media, Reclame Aqui, and others); • Build knowledge bases, prompts and contexts so the AI responds accurately, in Helppi’s tone of voice and with empathy; • Monitor the quality of AI responses, identify gaps and continuously improve to increase automated resolution without sacrificing experience; • Define clear hand-off criteria between AI and human support: when to escalate and to whom; • Structure and maintain the ticketing operation: categorization, SLAs, queues, prioritization, routing and reporting; • Configure the helpdesk tool (rules, internal automations, macros, integrations) to enable the team to work productively; • Track support metrics (response time, resolution time, CSAT, reopen rate, AI resolution rate) and propose improvements; • Evaluate, test and implement new tools that increase the support operation’s capacity; • Document processes, flows and configurations to ensure continuity and clarity for the team.

🎯 Requirements

• Practical experience in customer support operations; understands daily routines, metrics and trade-offs; • Experience configuring helpdesk and ticketing tools (Zendesk or similar); • Experience configuring chatbots and/or conversational AI agents (prompts, knowledge bases, flows); • Attention to tone of voice, empathy and humanization — understands that automation without humanization feels cold; • Analytical and data-driven: uses support data to inform decisions (volume, SLA, CSAT, deflection rate); • Experience implementing AI in customer support; • Proactivity and autonomy to drive projects from start to finish; • Driven by continuous improvement and by meeting quality goals for support, response time and ticket resolution; • Comfortable in a dynamic, fast-evolving environment.

🏖️ Benefits

• Starbem Health benefit — telemedicine; • iFood Benefits Card — home office allowance; • Wellhub (up to 3 dependents included); • Paid day off and birthday bonus (PIX); • Paid time off: 30 days; • Life insurance; • Welcome kit and workplace setup.