Assistente de Atendimento ao Cliente

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Assistente de Atendimento ao Cliente based in Brazil.** Join a dynamic Customer Experience team focused on delivering helpful, accurate, and memorable support. You will interact directly with customers across written and voice channels, helping them get the most value from digital financial tools. The role combines customer service, financial knowledge, problem-solving, and technology in a fast-paced environment. You will investigate issues at their root, provide consultative guidance, and aim for effective resolution from the first interaction. Your analytical perspective will also help identify recurring pain points and opportunities to improve products and processes. Success in this role requires autonomy, organization, empathy, and the ability to move confidently between multiple systems. This is a remote opportunity for someone who enjoys learning, solving real customer problems, and continuously improving the service experience. ### Accountabilities - Provide high-quality customer support through WhatsApp, chat, email via Zendesk, and telephone, understanding each customer's business context and helping them maximize the value of available tools. - Investigate customer issues thoroughly by identifying root causes before responding, aiming for accurate solutions and first-contact resolution whenever possible. - Provide detailed guidance on platform capabilities, including invoicing, billing processes, PIX rules, receivables advances, and related financial functionalities. - Analyze customer interactions to identify recurring pain points, friction points, and bottlenecks in the customer journey. - Share relevant feedback and improvement suggestions with internal teams to help enhance products, processes, and the overall customer experience. - Manage your own support queue with accountability and organization while meeting productivity, quality, CSAT, and response-time targets. - Adapt quickly between different communication channels, customer profiles, business contexts, and support needs. ## Requirements - Solid experience in customer service within fintechs, digital banks, payment companies, or financial institutions. - Previous experience providing support through both written channels and telephone, with the ability to switch efficiently between different contexts. - Knowledge of banking and financial operations, including payment methods, PIX, receivables advances, reconciliation, and invoice issuance. - Excellent written and verbal communication, with the ability to explain business rules and financial concepts clearly, empathetically, and in an accessible way. - Strong problem-solving and analytical skills, with a diagnostic mindset and a focus on understanding the underlying customer need. - Ability to quickly absorb new processes, manage a personal support queue, and work independently with organization and initiative. - Technological proficiency and comfort navigating multiple systems simultaneously. - Experience with Zendesk is a plus. - Familiarity with APIs and the ability to read and interpret technical documentation is desirable, particularly for providing consultative support to customers and developers during integrations. - Experience supporting customers with different levels of business maturity, from corporate clients to microentrepreneurs, is a differentiator. - Familiarity with service quality and performance metrics such as CSAT, NPS, and average handling or response time is advantageous. ## Benefits - Full-time CLT employment. - 8-hour workday. - Remote work model. - Health and dental insurance with no coparticipation. - Life insurance. - Assistance for purchasing medications. - Flexible food and meal benefits through a Visa benefits card. - Childcare assistance. - Extended maternity and paternity leave. - Parental support program. - Home Office allowance. - Work equipment and furniture allowance. - Access to coworking spaces through a partner network across Brazil. - Financial wellness support. - Mental and physical health support, including free monthly therapy or nutrition sessions. - Physical activity assistance. - Birthday Day Off. - Happy Hour allowance. - Employee referral bonuses. - Annual performance-based bonus. - Stock Options plan. - Training and development opportunities. - Relaxed work environment with no formal dress code.