LatAm SAC Analyst

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PRINCIPIA

WebsiteLinkedInAll Job Openings

51 - 200 employees

💄 Beauty

🛍️ eCommerce

👥 B2C

Beauty • eCommerce • B2C

PRINCIPIA is a Brazilian direct-to-consumer dermocosmetics brand and online retailer offering science-backed, high-performance skincare, body and hair products. The company emphasizes transparent, concentrated formulas with disclosed active ingredient concentrations, affordable pricing, and personalized routines (dermaquiz) to democratize advanced treatments. It operates primarily through an e-commerce storefront with customer support, secure payment options and a 30-day return policy.

📋 Description

• Handle all SAC inquiries originating from the Chilean market (WhatsApp, email, marketplaces) and ensure customers receive appropriate support through empathetic, human-centered service. • Execute triage and cosmetovigilance workflows defined by Quality Assurance (GQ), collecting evidence (batch photos, expiration date, invoice, product video) prior to any authorization of reverse logistics. • Validate product provenance by consulting the company's traceability system and cross-referencing with official sales channels in each country. • Forward suspected adverse reaction cases to GQ for technical analysis and escalation to healthcare professionals, following established severity criteria (mild and severe). • Record and document all cosmetovigilance cases originating in each country in accordance with GQ protocols. • Notify suspected adverse reactions to the competent local regulatory authority (ISP/ANAMED in Chile, ANMAT in Argentina, and equivalents in other countries) in coordination with GQ. • Prepare periodic service and cosmetovigilance reports by country for GQ, including indicators on volume, types of occurrences and trends. • Advise consumers in each country on official purchase channels, identification of genuine products and fraud prevention. • Act as the local SAC liaison during inspections or requests from regulatory authorities, always aligned with GQ. • Support communication with local marketplaces in each country (Falabella and Mercado Libre Chile; Mercado Libre Argentina; Amazon; etc.) for fraud handling and takedown requests. • Adapt scripts, FAQs and service materials to the cultural, regulatory and logistical particularities of each LatAm country. • Maintain the SAC knowledge base with up-to-date market-specific information (official sales channels, local carriers, delivery particularities, regulatory milestones).

🎯 Requirements

• Education: Bachelor's degree in Law, Communications, Business Administration, Pharmacy, Chemistry, Biomedicine or related fields. • Languages: Fluent Spanish (native or Full Professional) for technical support and communication with customers and regulatory authorities; Fluent Portuguese for reporting and integration with the team in Brazil. • Experience: Experience in customer service, SAC, client relations or similar functions. • Technical Competencies: Proficiency in Microsoft Office (Excel, Word, PowerPoint); experience preparing reports and managing deadlines.

🏖️ Benefits

• This position is also open to People with Disabilities (PwD). • We value diversity within our team and encourage applications from professionals of all backgrounds.