Support Analyst – Customer Service, B2B, B2C

Job not on LinkedIn

🔥 13 hours ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 12%

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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Vempra

WebsiteLinkedInAll Job Openings

1 - 10 employees

✈️ Travel

🤝 B2B

Travel • B2B

Vempra is a company whose website is currently in maintenance and will be live soon. The site directs users to contact a phone number for more information and quotations, and includes user access and password recovery fields, indicating a client-facing platform that provides pricing/quotes or services to customers.

📋 Description

• Answer questions about the use, configuration, and functionality of Gupy platform modules. • Investigate and resolve issues end to end with speed and quality, using knowledge bases (KBs and macros). • Identify the causes of login issues, spreadsheet import/data-entry errors, and operational adjustment needs. • Collect complete evidence (screenshots, IDs, and reproduction steps) and escalate cases for advanced technical investigation (N2), while monitoring SLA adherence. • Categorize ticket reasons and flag gaps in the knowledge base, contributing to continuous improvement and AI-driven efficiency. • Ensure the underlying need has been fully resolved before closing each interaction.

🎯 Requirements

• Exceptional written communication: Clear, instructional, and able to translate workflows and business rules into simple, accessible instructions. • Empathy and active listening: Ability to support B2B customers, understand the full context, and adapt the service tone to each situation. • End-to-end ownership: Take ownership of every ticket and follow each case through to effective resolution. • Emotional intelligence and professionalism: Ability to manage high-pressure interactions while remaining professional and calm. • Analytical thinking: Eagerness to investigate the root cause of problems rather than merely applying temporary solutions. • Previous experience in customer service or support at technology/SaaS companies is a plus. • Familiarity with knowledge bases (KBs) is a plus.

🏖️ Benefits

• Health Insurance (Seguros Unimed): 100% of the monthly premium covered for employees and dependents (20% copay for dependents only). • Dental Insurance (Amil): Option to enroll in the Dental 200 plan with nationwide coverage. • Pharmacy Discount: Exclusive terms and discounts at major pharmacy chains across Brazil. • Life Insurance (Prudential): 100% company-paid. • Dasa+ Card: Discounts on medical services, hospitals, laboratories, and urgent care through telemedicine. • Starbem: Four free online psychological consultations per month, plus nutrition and wellness services. • Totalpass & Wellhub: Plans providing access to premium gyms, studios, virtual workouts, and the option to include up to three dependents. • Childcare Allowance: Monthly benefit per dependent for children up to five years old. • Extended Parental Leave: Six months of maternity leave and 20 days of paternity leave (under the Empresa Cidadã program rules). • Birthday Day Off: One day off during your birthday month. • Guapeco (Pet Health Plan): Up to three plan options with reimbursement available at any veterinary clinic in Brazil. • SESC Partnership: Full access to the SESC network, including sports, culture, leisure, and wellness activities throughout Brazil. • Caju Meal/Food Allowance: Flexible meal and food allowance balance. • Caju Home Office Allowance: Monthly allowance to help cover remote-work expenses. • Caju Mobility Allowance: For employees who live within 50 km of the Gupy Hub and work in a hybrid model. • Creditas: Option to receive an advance of up to 40% of your salary, deducted directly from the following paycheck. • Férias&Co: Special rates and financial incentives for planning and booking accommodations and trips during vacation. • Gupy Coins: Internal virtual currency used for peer-to-peer recognition, which can be accumulated and exchanged for exclusive rewards. • Gupy Match (Caju Referral): Financial bonus for referring talent who are subsequently hired. • Educational Partnerships: Exclusive discounts at partner educational institutions for extension courses, graduate programs, MBAs, and language courses. • Equity Opportunity: Opportunity to become a partner in Gupy.