At Up.p, the customer is at the heart of everything. We are seeking a Customer Success Coordinator focused on Automation and Chatbots to elevate our customers’ experience to a new level—connecting data, technology, and empathy. You will be the driving force behind the evolution of the customer journey, designing intelligent workflows, optimizing processes, and ensuring every interaction—human or automated—delivers real value. Key Responsibilities: * Map and automate critical stages of the customer journey, creating intelligent workflows and personalized experiences via chatbot. * Configure, test, and optimize bots and system integrations. * Map and redesign end-to-end customer journeys, considering all touchpoints and experiences. * Define and monitor success metrics (NPS, CSAT, bot engagement, etc.), generating actionable insights. * Collaborate closely with Product, Technology, Marketing, and Operations teams to improve processes and journeys. * Create and maintain playbooks, templates, automations, and technical documentation (workflows, scripts, personas, etc.). * Lead continuous improvement initiatives and churn reduction efforts, based on strategic analysis and retention initiatives. * Conduct business meetings, presenting results, KPIs, and opportunities for advancement. * Ensure governance of support queues and adherence to SLAs. * Approve and drive changes to support tools (bots, scripts, workflows). * Serve as the technical liaison with Development and Product teams for adjustments and new integrations. * Act as a subject-matter expert for the CS team, supporting standardization and best practices. Requirements: Requirements: * Proficiency in support tools (Octadesk, Zendesk, Freshchat, or similar). * Experience with CRMs. * Knowledge of BI and data visualization tools (Power BI, Google Data Studio, Looker). * In-depth knowledge of CS KPIs. * Skills in process mapping and continuous improvement methodologies (PDCA, 5W2H, etc.). * Advanced Excel proficiency and experience building analytical dashboards. * Knowledge of IVR automations, bots, and API-based integrations. * Hands-on experience with process automation, communication workflows, and chatbot platforms. * Strong analytical capability and strategic vision to translate data into action plans. * Proactivity, ownership mindset, and constant curiosity about emerging technologies. * Experience implementing scalable chatbots (WhatsApp, Web, App). * Background working in companies applying data-driven and automation-oriented Customer Success methodologies. * Familiarity with APIs, integrations, and complex data analysis. Benefits **What we offer:** Turbocharged Flash Card for meals and/or groceries. Comprehensive Health Insurance covering dependents—100% company-paid, no co-pay. To care for you and your family. Dental Insurance covering dependents—100% company-paid, no co-pay. Smiling together, you and your family. Wellhub (Gympass) access for you and your dependents, supporting physical, spiritual, and emotional well-being. Wellness Allowance. Life Insurance. Optional Transportation Voucher for in-office days. On-site parking at our office building, with discounted monthly rates. * ️ On-site bicycle parking at our office building, including changing rooms and no additional cost. Biannual performance reviews to recognize achievements and merit—and enable accelerated career development for Up.pers. Differentiated variable compensation based on meritocracy (biannual evaluation). Birthday Day Off. Frequent celebrations to mark our wins and strengthen connections! Communal lounge area at our office, featuring a snack bar, refrigerator, microwave, and full facilities for meals or quick breaks. Up.p products offered at highly preferential terms for Up.pers (subject to review). Clube Parque da Cidade—a premium benefits and discounts program exclusively for Shopping Parque da Cidade (located directly below our office).