Job Summary: We are seeking a Customer Support professional to serve as the frontline of LUSA’s relationship with donors, partner NGOs, and the general public, ensuring human, close, efficient, and purpose-aligned service. Key Highlights: 1. Human, close, efficient, and purpose-aligned customer service 2. Focus on delivering the best possible experience for donors and partner NGOs 3. Collaborative work with marketing, operations, impact, and experience teams **Job Mission** The LUSA is where people work hard to make the world a place with fewer problems — a place that has already impacted and saved hundreds of thousands of lives through its actions, and that will transform at least 5 million lives by 2030\. We view social impact as the world’s most powerful tool for transformation, and it is precisely through impact that we drive our revolution. **We seek a Customer Support professional to serve as the frontline of LUSA’s relationship with donors, partner NGOs, and the general public**, ensuring human, close, efficient, and purpose-aligned service. This person will be responsible for welcoming, guiding, resolving requests, and strengthening trust in every interaction. **Responsibilities and Duties** ----------------------------------- * Provide support to donors, partner NGOs, and other LUSA contacts across multiple channels (e\-mail, WhatsApp, phone, digital platforms); * Ensure **empathetic, clear, agile, and solution-oriented** service, always focused on delivering the best possible experience; * Clarify questions regarding donations, campaigns, social impact, processes, and LUSA’s operations; * Track requests, issues, and problems until full resolution, keeping the customer informed throughout the entire process; * Record, organize, and update support-related information in internal systems and tools; * Identify recurring questions, difficulties, or complaints, and propose improvements to processes, communication, and experience; * Support relationship-building activities, such as sending messages and personalized communications, assisting with letters, calls, and donor thank-you notes, and supporting special events and campaigns; * Collaborate closely with marketing, operations, impact, and experience teams to ensure alignment and smooth communication; * Uphold LUSA’s image across all touchpoints, representing its values, purpose, and commitment to social impact. **Requirements and Qualifications** ------------------------------ * Excellent verbal and written communication skills, with empathy, clarity, and courtesy; * Prior experience in **customer service, support, relationship management, call centers, CX, or related areas**; * Ability to interact effectively with diverse individuals, handle sensitive situations, and manage simultaneous demands; * Strong organizational skills and attention to detail for case tracking, deadlines, and recordkeeping; * Practical, human, and responsible problem-solving ability; * Familiarity with digital tools, support platforms, and collaborative environments; * Alignment with social causes, positive impact, and human-centered values; * Ability to work collaboratively in dynamic team environments; * Experience supporting donors or social organizations, administrative support routines, basic support metrics (response time, satisfaction, resolution rate), or English proficiency are considered advantages. **Additional Information** -------------------------- Working hours: 9 a.m. to 8 p.m., with a dynamic routine focused on high performance. Fixed remuneration: between R$ 5\.000,00 and R$ 7\.000,00, depending on technical level and experience. Individual performance bonuses: linked to team organization, execution, and development. Collective impact bonuses: tied to overall operational performance. Leadership growth bonuses: (NO UPPER LIMIT), based on team expansion, increased responsibilities, and generated impact. Continuous learning: full access to everything you need to develop and maintain high performance.