Customer Experience Analyst I

Job not on LinkedIn

🔥 10 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 customer inquiries and complaints received through specialized channels, ensuring SLA compliance, response quality, and adherence to RecargaPay's institutional tone. • Log and categorize cases by type, root cause and product, maintaining a structured history to support trend analysis and decision-making. • Initiate proactive phone contact with customers when necessary to accelerate resolution of complex cases or those with potential reputational impact. • Escalate complex or high-sensitivity cases to the CX Tier 2 team and, when applicable, to the Product squads responsible for the root cause. • Track the resolution status of escalated cases and ensure the customer is updated within the established timeframe. • Contribute to continuous operational improvement by proposing adjustments to scripts, processes, or workflows based on recurring patterns identified. • Safeguard RecargaPay's reputation across support channels by keeping operational metrics within the targets set by leadership.

🎯 Requirements

• Proven experience managing relationships on critical channels — prior experience handling ReclameAQUI is required. • Preferred: experience in fintech, payment institution, or digital bank. • Clear, empathetic, and context-aware written communication, able to adjust tone to the customer profile without compromising objectivity or the company's institutional stance. • Bachelor's degree completed or in progress. • Logical-analytical thinking applied to triage, prioritization, and routing of cases. • Openness to work in an environment that uses automation and artificial intelligence for operational support, with a willingness to adopt new technology-assisted tools and workflows. • Familiarity with support and ticketing tools — such as HugMe, Zendesk, MOL, among others. • Results-oriented: monitors performance indicators, identifies deviations, and proactively implements corrective actions. • Empathy for customers. • Problem-solving skills. • Attention to detail. • Cross-functional communication. • Operational resilience. • Persuasion skills. • Ownership. • Brand advocacy. • Continuous learning.

🏖️ Benefits

• Competitive and market-aligned salary. • Remote work — wherever you are, you’re part of the team! • Home office allowance through a monthly deposit in the RecargaPay app. • Health and dental plans with no co-pay. • Life insurance. • Flexible meal allowance (via Flash). • TotalPass membership to take care of your health. • Diversity and inclusion culture supporting authentic self-expression and diverse perspectives. • Data update or deletion rights in accordance with LGPD.