Premium CX Analyst

Description

Job Summary: We are seeking a Premium CX professional to deliver a fast, effective, and high-standard experience, serving as the first point of contact for strategic customers, strengthening relationships, and sustainably driving results. Key Highlights: 1. Premium customer service and delight experience. 2. Strategic engagement with key customers through consultative support. 3. Focus on agile resolution, proactivity, and clear communication. **Remote** At Lastlink, we seek people who want to build the future with us. We are driven by **technology, community, and real impact**, and we believe our greatest differentiator is our **people**. ### ### **About the Team** At Lastlink, the Premium CX team is responsible for delivering a **fast, effective, and high-standard** experience to cardholder customers. It is a strategic area that serves as the **first point of contact** for our most important customers, providing consultative support via WhatsApp, reducing friction, anticipating risks, and safeguarding Lastlink’s reputation. Our role is to ensure every customer enjoys a seamless, reliable, and predictable journey—strengthening relationships, preventing crises, and sustainably driving results. ### **What We Expect From You:** On a day-to-day basis, you will: * Respond to all requests with **high speed and accuracy**, maintaining a premium standard of communication and delight. * Resolve requests fully, clearly, and systematically whenever within your autonomy. * Proactively follow up with other internal teams (N2, Finance, Prevention, Tech), ensuring smooth processing and completion of requests. * Conduct interactions with empathy, confidence, focus on experience, and delight. * Accurately record and document all interactions, maintaining a clean and traceable history. * Promptly and assertively flag risks, systemic failures, or potential crises. * Act as a bridge between internal teams, ensuring no case remains stalled or unanswered by the producer. * Provide insights to improve products, processes, and the cardholder producer’s journey. ### **Requirements to Assume This Role:** **Experience:** * Prior experience in customer service (CX, CS, or Support). * Experience with digital platforms, SaaS, payment methods, or supporting producers/creators. * Experience serving strategic customers or delivering premium support is a plus. **Hard Skills:** * Ability to rapidly analyze and prioritize in high-volume scenarios. * Rigorous organization of history logs, records, and internal evidence. * Strong written communication—clear and solution-oriented. * Understanding of customer service processes and operational metrics. **Soft Skills:** * Active listening with genuine empathy. * Clear, human, and objective communication. * Extremely high sense of urgency and proactivity. * Maturity to handle sensitive cases and key customers. * Full accountability: ownership of the problem until final resolution. * Ability to delight the producer through a premium experience. **Academic Qualification:** * Completed or ongoing undergraduate degree in Business Administration, Marketing, Communications, Engineering, Technology, or related fields. ### **✨ What Else We Value:** Our job openings are open to everyone, regardless of gender, ethnicity, sexual orientation, or disability. If you identify with our purpose and want to grow with us, **come be a Linker!** **Our Benefits** * Bradesco Health and Dental Insurance plan (no copayment) * Caju Flash Card (R$ 660/month) \+ Remote Work Allowance (R$ 120/month) * TotalPass (access to gyms) * Birthday Day Off * Culture Allowance (R$ 50/month via Caju) * Home office equipment (per current policy)