Customer Support Analyst, Mid Level

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October 28

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Yapp

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HR Tech • SaaS • B2B

Yapp is a recruitment management platform that centralizes candidate and vacancy information to streamline hiring, reduce time-to-hire, and improve recruiter productivity. It offers applicant tracking, automated candidate communications (WhatsApp, email, SMS), AI-driven candidate matching and insights, dashboards and reports for real-time metrics, and features focused on candidate experience and employer branding. The product is presented alongside consulting and auditing services to optimize recruitment processes.

11 - 50 employees

👥 HR Tech

☁️ SaaS

🤝 B2B

📋 Description

• Customer service for tenants, brokers/agents, and real estate agencies; • Provide support via channels such as phone, email, chat and WhatsApp; • Clarify inquiries regarding rental guarantees, boletos (payment slips), delinquency, guarantee coverage, and ongoing procedures; • Log and track interactions in the CRM; • Ensure SLA compliance and first-contact resolution (FCR) whenever possible; • Conflict mediation; • Act empathetically and impartially to mediate disputes between tenants, brokers/agents, and real estate agencies; • Escalate requests to the responsible departments (Commercial, Administrative, Finance, and Customer Happiness); • Customer relationship management and user experience; • Actively collaborate in reviewing and updating content and operational workflows.

🎯 Requirements

• Basic knowledge of property rentals • Basic understanding of how rental payment guarantee providers operate • Familiarity with CRM systems (e.g., Zendesk, HubSpot; RD Station preferred) • Proficiency with Microsoft Office and Google Workspace tools (Forms, Docs, etc.) • Experience with support workflows and conflict resolution • Knowledge of omnichannel support tools (email, chat, phone, WhatsApp)

🏖️ Benefits

• Remote work (home office) • Full-time