Analista de Suporte ao Cliente
New
J
JobgetherCustomer Support
BrazilFull-TimeMiddle
SalaryR$1,200/month in meal and food allowance; R$500 onboarding allowance.
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Job Details
- Required Skills
- SaaSHubSpotZendeskCustomer support
Requirements
- Previous professional experience in customer support or customer service, preferably in a digital, technology, or SaaS environment.
- Familiarity with customer support performance indicators such as CSAT, TMA (Average Handling Time), and TME (Average Waiting Time).
- Experience using customer service and support platforms such as Zendesk, Movidesk, Blip, HubSpot, or similar tools.
- Strong written communication skills, with the ability to explain solutions clearly, professionally, and empathetically.
- Customer-oriented mindset with genuine interest in understanding customer needs and resolving problems effectively.
- Strong organization and attention to detail, particularly when managing multiple conversations, requests, and follow-ups.
- Ability to work toward measurable performance goals without compromising the quality of the customer experience.
- Proactive and collaborative approach, with the ability to share customer insights and contribute to improvements across teams.
- Completed or ongoing higher education is required.
- Experience in an HRTech or technology company focused on Human Resources solutions is a strong advantage.
Responsibilities
- Provide responsive and high-quality customer support through written channels, primarily email and chat, addressing questions, requests, and reported issues.
- Investigate customer concerns, identify appropriate solutions, and ensure issues are resolved accurately and within expected response times.
- Record and monitor customer interactions, maintaining clear documentation and following cases through to resolution.
- Ensure customers receive timely updates and appropriate follow-up throughout the support process.
- Collect customer feedback, suggestions, and recurring pain points and communicate relevant insights to Product and other internal teams.
- Contribute to continuous improvements in customer support processes, workflows, and service quality.
- Work toward and exceed defined support performance targets while maintaining a strong focus on customer satisfaction and service quality.
- Monitor key customer service indicators and use performance data to identify opportunities for improvement.
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