Analista de Suporte ao Cliente

Job description

Accountabilities: 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. 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. Benefits: 100% remote work within Brazil. R$1,200/month in meal and food allowance through an employee benefits card. R$500 onboarding allowance for home-office equipment and setup. Health insurance with a comprehensive plan, with no copayment or deduction for the primary employee. Dental insurance. Life insurance. Access to a dedicated health and well-being benefits platform. Wellhub membership for fitness and wellness services. Access to an employee benefits and discounts club. Mental health and emotional well-being support through a dedicated platform. Access to payroll loans and salary advance options. Financial consulting and education support. Childcare allowance. Birthday day off. An inclusive environment that values individuality and supports diverse talent. Remote flexibility and a people-focused culture centered on professional growth and well-being. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Analista de Suporte ao Cliente based in Brazil. As a Customer Support Analyst, you will play a key role in delivering an exceptional experience to customers through clear, efficient, and empathetic communication. You will handle questions, requests, and issues primarily through chat and email, ensuring each interaction receives the right follow-up. The role combines customer service excellence with performance-driven support operations, using metrics to maintain high standards of quality and efficiency. You will also capture customer feedback and turn it into actionable insights that can help improve products and services. This is an opportunity to join a collaborative, people-focused environment where customer voice, innovation, and continuous improvement are highly valued. The position is well suited to someone who enjoys solving problems and making a tangible difference in the customer journey.