Customer Experience Analyst I

RecargaPayFintech, payments

BrazilFull-TimeEntry

Salary not disclosed

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Job Details

Have solid experience managing relationships through critical channels.
Have prior experience with ReclameAQUI; this is mandatory.
Have completed or be pursuing a higher-education course.
Write clearly, empathetically and with context, adapting tone to the customer while maintaining objectivity and institutional positioning.
Apply logical and analytical reasoning to triage, prioritize and route cases.
Be open to using automation and artificial intelligence as operational support and incorporating new tools and technology-assisted workflows.
Be familiar with customer-service and ticket-management tools such as HugMe, Zendesk or MOL.
Track performance indicators, identify deviations and take proactive corrective action.
Review responses carefully for accuracy, institutional tone and compliance with channel guidelines.
Coordinate case context clearly and accurately with internal teams, including Product and N2.
Manage priorities independently and take responsibility for channel outcomes.
Experience in fintech, payment institutions or digital banks is preferred.

Monitor and respond daily to cases received through special channels, meeting SLAs and maintaining response quality and the RecargaPay institutional tone.
Record and categorize cases by type, cause and product, maintaining structured history for trend analysis and decision-making.
Contact customers by phone when needed to accelerate resolution of complex or potentially reputationally sensitive cases.
Escalate complex or sensitive cases to CX N2 and, where applicable, the relevant Product squads.
Track escalated cases through resolution and ensure customers receive a response within the established timeframe.
Propose improvements to texts, processes or workflows based on recurring patterns identified in the channels.
Maintain RecargaPay’s reputation across service channels and keep operational indicators within leadership targets.

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