CX Analyst – Temporary, Weekend Schedule

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October 31

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Zippi

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Fintech • B2B • eCommerce

Zippi is a financial technology company that offers credit solutions designed specifically for small businesses and independent professionals. Through its app, users can access credit instantly via Pix, with a focus on increasing their working capital and enabling them to handle payments efficiently without the need for traditional credit cards. Zippi’s services emphasize convenience, flexibility, and a growth-oriented approach, allowing businesses to manage their finances with real-time credit access, helping them become more professional and competitive in their fields.

51 - 200 employees

Founded 2018

💳 Fintech

🤝 B2B

🛍️ eCommerce

💰 Series A on 2022-06

📋 Description

• Provide end-to-end customer support, ensuring quick, clear, and empathetic resolutions for each customer request across the integrated channels of our platform. • Read and interpret CX metrics (CSAT, AHT/AWT, volume, FCR, etc.) to identify optimization opportunities. • Propose and implement process improvements, working with the CX team and partner areas. • Bring customer journey insights to product and operations teams, highlighting pain points and opportunities to delight customers.

🎯 Requirements

• Practical experience in customer support (chat, ticketing, email, phone). • Clear Communication: able to convey information and guidance clearly to customers, especially in writing — including explaining product aspects, processes, and policies in an understandable way, aiming to resolve issues with empathy and assertiveness. • Attention to Detail: analyzes interactions with a focus on scale, error mitigation, and service quality improvement. • Collaborative: willing to ask for help when needed and build relationships with other teams. • Analytical Skills and Critical Thinking: interprets metrics and data (such as CSAT and AHT) to identify improvement opportunities, propose solutions, and raise support quality. • Resilience: maintains service quality during high-volume periods. • Self-management and Initiative: organizes their own workload, prioritizes effectively, knows when to escalate, and seeks feedback to learn quickly.

🏖️ Benefits

• Temporary CLT employment (Brazilian labor contract), weekend shift — 4-month term with possible extension. • Competitive compensation. • Annual learning budget. • Health insurance 100% paid by Zippi for you and dependents up to 18 years old. For spouses/partners, we cover 50% of the monthly premium. • Childcare allowance for children up to 6 years old. • Meal voucher through Caju. • Flexible vacation. • Wellhub and Zenklub (employee wellness platforms). • 100% remote work.