Customer Experience Analyst I

Job not on LinkedIn

🔥 42 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

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.

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RecargaPay

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2010

💼 Consulting

📦 Logistics

📣 Marketing

💰 $10M Debt Financing on 2022-07

Consulting • Logistics • Marketing

RecargaPay is a leading all-in-one payment platform in Brazil, dedicated to providing easy and secure access to mobile payments and digital financial services for everyone. The platform enables users to pay bills, recharge transportation and mobile phones, purchase gift cards, and make Pix transactions with credit cards. RecargaPay offers a comprehensive range of financial services, including cashback rewards, small loans, and a digital wallet with daily interest accrual. Additionally, they provide services to businesses, such as free business accounts, payment processing, and marketing solutions. With a focus on accessibility and innovation, RecargaPay strives to change how payments are made in Brazil.

📋 Description

• Monitor and respond daily to inquiries and complaints received through specialized channels, ensuring SLA compliance, response quality, and alignment with RecargaPay’s institutional tone. • Record and categorize inquiries and complaints by type, cause, and product, maintaining a structured history to support trend analysis and decision-making. • Proactively contact customers by phone when necessary to accelerate the resolution of complex cases or cases with potential reputational impact. • Escalate complex or sensitive cases to the CX N2 team and, when applicable, to the Product squads responsible for addressing the root cause. • Track the resolution status of escalated cases and ensure that customers receive a response within the established timeframe. • Propose adjustments to copy, processes, or workflows based on recurring patterns identified. • Safeguard RecargaPay’s reputation across customer service channels while keeping operational metrics within target. • Progressively achieve operational targets: resolve 15 cases per day within 30–60 days and 20 cases per day within 60–90 days; meet established resolution, rating, and new-business targets.

🎯 Requirements

• Solid experience managing customer relationships through critical channels, with prior experience handling ReclameAQUI cases required. • Experience in fintech, payment institutions, or digital banking is preferred. • Clear, empathetic, and contextualized written communication, with the ability to adapt tone to the customer’s profile without compromising objectivity or the company’s institutional positioning. • Completed or ongoing higher education. • Logical and analytical reasoning applied to case triage, prioritization, and routing. • Willingness to work in an environment where automation and artificial intelligence support operations, with an openness to adopting new technology-enabled tools and workflows. • Familiarity with customer service and ticket management tools such as HugMe, Zendesk, MOL, and others. • Results-oriented approach: monitor performance metrics, identify deviations, and proactively implement corrective actions. • Ability to demonstrate empathy, problem-solving skills, attention to detail, cross-functional communication, operational resilience, persuasion, ownership, brand advocacy, and continuous learning.

🏖️ Benefits

• Competitive, market-aligned salary. • Remote work — wherever you are, you are part of the team! • Home office allowance paid monthly through the RecargaPay app. • Health and dental insurance with no copay. • Life insurance. • Flexible meal allowance via Flash. • TotalPass to support your health and well-being.