Customer Success Coordinator

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🕒 February 25

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Up.p

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2019

💳 Fintech

💸 Finance

🏦 Banking

💰 Seed on 2021-04

Fintech • Finance • Banking

Up. p is a Brazilian digital lending platform that provides consumer credit products such as payroll-deductible loans for CLT workers (Consignado CLT), FGTS anticipation, and INSS loans for retirees and pensioners. The company offers 100% digital application and contracting via mobile app, fast disbursement (many customers receive funds within minutes), lower interest rates through payroll discounts, and is regulated by the Banco Central. Up. p emphasizes secure, antifraud processes, human customer support, and direct lending without intermediaries.

📋 Description

• Map and automate critical stages of the customer journey, creating intelligent flows and personalized experiences via chatbot. • Configure, test and optimize bots and system integrations. • Map and redesign end-to-end customer journeys, considering all touchpoints and experiences. • Define and track success metrics (NPS, CSAT, bot engagement, etc.), generating actionable insights. • Work collaboratively with Product, Technology, Marketing and Operations teams to evolve processes and journeys. • Create and maintain playbooks, templates, automations and technical documentation (flows, scripts, personas, etc.). • Lead continuous improvement and churn reduction projects through strategic analysis and retention initiatives. • Conduct business meetings, presenting results, KPIs and opportunities for improvement. • Ensure governance of support queues and compliance with SLAs. • Approve and implement changes in support tools (bot, scripts, flows). • Serve as the technical liaison with development and product teams for adjustments and new integrations. • Be a point of reference for the CS team, supporting standardization and best practices.

🎯 Requirements

• Proficiency with support platforms (Octadesk, Zendesk, Freshchat or similar). • Experience with CRM systems. • Knowledge of BI and data visualization tools (Power BI, Google Data Studio, Looker). • Deep understanding of Customer Success KPIs. • Skill in process flows and continuous improvement methodologies (PDCA, 5W2H, etc.). • Advanced Excel and experience building analytical dashboards. • Knowledge of IVR automations, bots and API integrations. • Experience with process automations, communication flows and chatbot tools. • Analytical capability and strategic vision to translate data into action plans. • Proactivity, ownership mindset and a constant curiosity for new technologies. • Experience deploying chatbots at scale (WhatsApp, Web, App). • Experience in companies using data-driven and automation-oriented CS methodologies. • Familiarity with APIs, integrations and complex data analysis.

🏖️ Benefits

• 💳 Enhanced Flash Card for meals and/or groceries. • 🏥 Health insurance covering dependents, with no cost and no co-pay. To take care of you and your family. • 🦷 Dental coverage including dependents, with no cost and no co-pay. You and your family smiling together. • 💪 Wellhub (Gympass) including dependents, to support physical, spiritual and emotional health. • 🤩 Wellness allowance. • 💙 Life insurance. • 🚌 Optional commuter allowance for on-site days. • 🚗 On-site parking in our office building with discounted monthly rates. • 🚴‍♀️ Bicycle parking in our office building, with changing rooms and no additional cost. • 🚀 Semiannual reviews for recognition and merit, enabling accelerated development for Up.pers. • 💰 Variable compensation tied to merit (semiannual review). • 🎂 Birthday day off. • 🏆 Frequent celebrations to recognize achievements and strengthen our connections! • 🍽 On-site common area with a snack bar, refrigerator, microwave and full facilities for meals or break times. • 🆙 Up.p products with specially discounted conditions for Up.pers (subject to review). • 🎁 Clube Parque da Cidade — a benefit program with exclusive discounts at Shopping Parque da Cidade (located just below our office).