Customer Success Analyst

Description

Job Summary: We are looking for a professional passionate about caring for people, ensuring a seamless, humanized, and efficient experience for patients in the pre-operative phase, acting as the central point of communication and support. Key Highlights: 1. Passion for caring for people and solving problems quickly 2. Humanized and efficient support for pre-operative patients 3. Balance between operational agility and empathy **Na Sua Cirurgia**, we believe the patient experience begins long before the procedure—it starts with the first contact, the welcoming environment, and the trust built throughout the entire journey. The challenge of this role is to ensure a seamless, humanized, and efficient experience for patients in the pre-operative phase, acting as the central point of communication, support, and guidance. This person will closely accompany patients, balancing operational agility with empathy, clarity, and excellence in service. If you are passionate about caring for people, enjoy solving problems quickly and effectively, and want to join a growing company, this opportunity is for you. **Key Responsibilities:** Initiate the first contact with the customer, ensuring a welcoming experience, agility, and appropriate direction; Ensure agile support for pre-operative requests, tracking deadlines according to SLA; Log support tickets and engage the pre-operative back-office team whenever necessary, maintaining clear and continuous communication with the customer throughout their journey; Proactively maintain relationships with patients awaiting scheduling, providing follow-up and delight during their experience; Handle customer interactions in sensitive situations with empathy, balance, and a focus on resolution; Ensure clear alignment with the patient, contributing to proper expectation management; Execute and monitor NPS, CSAT, and other customer satisfaction initiatives; Provide clear, safe, and welcoming pre-operative instructions. **Requirements:** Completed high school education; Bachelor’s degree preferred; Availability to work 100% on-site; Customer service experience, especially in digital formats. Experience in Customer Success and/or Onboarding; Experience with ticketing platforms and WhatsApp-based chat; Experience handling high-volume customer support. Skills: Empathy, active listening, effective communication, time management, and problem-solving. **Benefits:** Transportation allowance; Wellhub (formerly Gympass); Birthday day off. **Working Hours:** Monday to Friday, business hours — 8:00 AM to 6:00 PM.