Customer Success Specialist

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🕒 March 3

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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 integrations between systems. • 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 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 based on strategic analysis and retention initiatives. • Conduct business meetings to present results, KPIs and opportunities for improvement. • Ensure governance of support queues and compliance with SLAs. • Approve and drive changes in support tools (bot, scripts, flows). • Serve as technical liaison with development and product teams for adjustments and new integrations. • Act as a technical and consultative reference for the CS team, supporting standardization and best practices.

🎯 Requirements

• Proficiency with support tools (Octadesk, Zendesk, Freshchat or similar). • Experience with CRMs. • Experience with BI and data visualization tools (Power BI, Google Data Studio, Looker). • Deep knowledge of CS 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 integrations via API. • Experience with process automations, communication flows and chatbot tools. • Analytical ability and strategic vision to translate data into action plans. • Proactivity, an ownership mindset and a continuous curiosity for new technologies. • Experience deploying chatbots at scale (WhatsApp, Web, App). • Background in companies that use data- and automation-driven CS methodologies. • Familiarity with APIs, integrations and complex data analysis.

🏖️ Benefits

• 💳 Flash Card (turbo) for meal and/or grocery allowance. • 🏥 Health insurance including dependents, at no cost and with no copayment. • 🦷 Dental coverage including dependents, at no cost and with no copayment. • 💪 Wellhub (Gympass) including dependents, to support physical, spiritual and emotional health. • 🤩 Wellness allowance. • 💙 Life insurance. • 🚌 Optional commuter allowance for in-office days. • 🚗 Discounted on-site parking for monthly subscribers at our office building. • 🚴‍♀️ Bike storage at our office building, with locker rooms and no additional cost. • 🚀 Semiannual performance reviews for recognition and merit, enabling accelerated development for Up.pers. • 💰 Variable compensation based on merit (semiannual evaluation). • 🎂 Birthday day off. • 🏆 Frequent celebrations to recognize achievements and strengthen our connections. • 🍽 On-site common area in our office, with snack bar, refrigerator, microwave and full facilities for meals or breaks. • 🆙 Up.p products with exclusive conditions for Up.pers (subject to approval). • 🎁 "Parque da Cidade" Club — a benefits and exclusive discounts program at the Parque da Cidade Shopping Center (located just below our office).