Customer Experience Analyst

🔥 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 messages received on special channels, ensuring SLA compliance, response quality, and adherence to RecargaPay's institutional tone. • Record and categorize messages by type, root cause, and product, maintaining a structured history to support trend analysis and decision-making. • Proactively contact customers by phone when necessary to accelerate resolution of complex cases or those with potential reputational impact on the special channels. • Escalate complex or high-sensitivity cases to the CX N2 team and, when applicable, to the Product squads responsible for the root cause. • Track the resolution status of escalated cases and ensure customers receive feedback within the established deadlines. • Contribute to continuous improvement of the operation by proposing adjustments to text, processes, or flows based on recurring patterns identified in the channels. • Protect RecargaPay's reputation across support channels, keeping operational metrics within the targets set by leadership.

🎯 Requirements

• Solid experience managing relationships in critical channels — prior experience working with ReclameAQUI is required. Preferred: experience in a fintech, payment institution, or digital bank. • Clear, empathetic, and contextual written communication, with the ability to adapt tone to the customer profile without compromising objectivity or the company's institutional position. • Bachelor's degree completed or in progress. • Logical-analytical reasoning applied to triage, prioritization, and routing of cases. • Openness to work in an environment supported by automation and artificial intelligence, with willingness to adopt new tools and tech-assisted 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. • Customer empathy. • Problem-solving skills. • Attention to detail. • Cross-functional communication. • Operational resilience. • Persuasive ability. • Ownership. • Brand advocacy. • Continuous learning.

🏖️ Benefits

• Competitive, market-aligned salary. • Remote work — wherever you are, you’re part of the team! • Home office allowance via 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 support your well-being. • Inclusive, diverse work environment. • Rights to update or delete personal data in accordance with LGPD.