Job Summary: The Customer Support Analyst in Customer Success will assist customers via chat and email, ensuring a unique experience and contributing valuable insights to the Product team. Key Highlights: 1. Providing customer support via chat and email with a focus on delivering a unique experience 2. Contributing relevant insights to the Product team 3. Achieving and exceeding customer service performance targets Being the best solution for companies aiming for high performance through people is only possible with an efficient team that challenges the conventional and leverages its potential for innovation and business growth. Your mission as a Customer Support Analyst within our Customer Success team will be **to assist our customers via chat and/or email and ensure a unique experience.** If you enjoy a highly challenging environment and are passionate about working with customers, check out more details about this position below and see if it aligns with you! **Responsibilities and Duties** * Respond to and resolve customer inquiries, requests, and issues through written channels such as email and chat; * Log and track interactions, ensuring appropriate follow-up and timely resolutions; * Collect and relay customer feedback and suggestions, contributing relevant insights to the Product team; * Achieve and exceed performance targets defined by the customer service strategy while maintaining high standards of quality and efficiency. **Requirements and Qualifications** * Experience in customer support; * Proficiency in success metrics such as CSAT, TMA, and TME; * Familiarity with customer support tools (e.g., Zendesk, Movidesk, Blip, HubSpot); * Bachelor’s degree completed or in progress. **Preferred Qualifications** * Experience in HRTechs or technology companies focused on Human Resources solutions. **Additional Information** #### **Check out our benefits:** Remote Work R$1.200/month on the iFood Benefits Card for Meal and Food Allowance Onboarding Assistance – R$500 home office credit via iFood Benefits Comprehensive Unimed Health Insurance Plan (no co-payment and no deductions for the policyholder) Bronze Dental Plan Life Insurance Pipo Saúde – health benefits partner Wellhub (formerly Gympass) Kaledo – our benefits club Zenklub – mental health and emotional well-being platform Creditas – payroll-deductible loans and salary advances Unit – Financial Consulting Childcare Assistance Birthday Day Off **Being Convenia means having the freedom to create a world of possibilities while being authentically yourself.** If you are a **trans talent**, we want this process to welcome you as you are; therefore, when applying, please enter the name you identify with and would like us to use. If you are a **person with a disability (PCD)**, please indicate your specific needs and requirements during the selection process so we can provide an appropriate and inclusive work environment. Since 2012, we have been helping small and medium-sized enterprises achieve high performance through people. **We are bold, value high performance, love people, operate with maturity, and give voice to our customers!** Convenia is a people management platform that enables smarter decision-making for HR teams and leaders. We do things differently because we refuse to accept the status quo. We challenge conventions by balancing innovation and strategy. How? * Connecting people and businesses with their goals * Simplifying processes * Enhancing leadership capabilities * Measuring performance through an intelligent platform **Did you know we have another business unit?** Yes, Kaledo! It’s our benefits club and ecosystem. Learn more here.