This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Customer Support Analyst based in Brazil.
In this role, you will play a key part in delivering an outstanding customer experience throughout the entire user journey, helping clients maximize the value of a data-driven e-commerce analytics platform. You will provide personalized support through chat and email, resolving technical questions, troubleshooting issues, and guiding users toward effective solutions. Beyond day-to-day support, you will contribute to customer onboarding, training, and platform adoption to strengthen customer satisfaction and reduce churn. Working closely with Product and Development teams, you will identify recurring issues, report bugs, and share customer feedback to drive continuous product improvements. You will also help customers understand how to use analytics and insights strategically to improve their business performance. This is an opportunity to join an international technology environment focused on Big Data, Business Intelligence, and Artificial Intelligence.
Accountabilities:
- Provide timely, professional, and customer-focused assistance through chat and email channels.
- Respond to customer inquiries, resolve questions, and troubleshoot incidents or technical issues related to the platform.
- Guide users through problem-solving processes, ensuring they understand the platform's features and can use its functionalities effectively.
- Support customer onboarding, training sessions, and product presentations to encourage successful adoption and engagement.
- Help customers leverage platform features and data insights to improve their e-commerce strategies and business performance.
- Monitor customer needs and identify potential challenges that could affect satisfaction, engagement, or retention.
- Identify, document, and report product bugs and technical issues to the Development team, ensuring clear communication and appropriate follow-up.
- Gather customer feedback and communicate feature requests and improvement opportunities to the Product team.
- Collaborate with internal teams to improve support processes, enhance the user experience, and contribute to overall product development.
- Proactively contribute to customer retention initiatives by identifying opportunities to improve platform adoption and reduce churn.
- At least 3 years of professional experience in customer service or customer support (mandatory).
- Previous experience in SaaS sales (mandatory), with a good understanding of subscription-based software solutions and customer needs.
- Proven experience delivering customer training, onboarding sessions, or product presentations (mandatory).
- Hands-on experience using CRM platforms to manage customer interactions and information (mandatory), preferably HubSpot.
- Strong customer-oriented mindset, with excellent communication and interpersonal skills.
- Ability to analyze customer issues, troubleshoot problems, and provide clear, practical, and effective solutions.
- Strong organizational skills, attention to detail, and the ability to manage multiple customer requests efficiently.
- Ability to collaborate with cross-functional teams, communicate customer feedback, and contribute to continuous product improvement.
- Proactive and solution-oriented approach, with a strong sense of ownership and commitment to customer satisfaction.
- Fluency in Spanish, enabling effective communication with customers across Latin America.
- Previous experience working in e-commerce companies or supporting sellers operating on Mercado Livre.
- Familiarity with marketplace operations, e-commerce business models, and digital sales processes.
- Interest in Big Data, Business Intelligence, and Artificial Intelligence applied to e-commerce analytics.
- Fully remote work: Work from anywhere in Brazil.
- Meal and lifestyle benefits: Access to Caju benefits.
- Healthcare: Comprehensive, high-quality health insurance.
- Inclusive leave policies: Special leave arrangements covering pregnancy, non-pregnancy-related needs, adoption, gradual return to work, and support for parents attending school-related activities for their children.
- Monthly time off: Half a day off every month.
- Additional leave: Three extra bonus days off per year.
- Birthday benefit: A dedicated day off to celebrate your birthday.
- Learning and development: Access to professional courses, training, and continuous learning opportunities.
- Language development: Free English and/or Portuguese classes.
- Work environment: A positive, collaborative, and inclusive culture that values diversity, equal opportunities, and different perspectives.
- Employment type: Full-time, 100% remote position.
Requirements:
Nice to have: