Customer Support Analyst

Description

Job Summary: As a Customer Success Support Analyst, you will assist customers via chat and email, ensuring a unique experience while resolving inquiries, requests, and issues to contribute to innovation. Key Highlights: 1. Assist customers via chat and email to ensure a unique experience 2. Work in a highly challenging environment with passion for customers 3. Collect feedback to provide relevant insights for the Product team Being the best solution for companies aiming for high performance through people is only possible with an efficient team that challenges conventions and leverages its potential for innovation and business growth. Your mission as a Support Analyst on our Customer Success team is to **assist our customers via chat and/or email and ensure a unique experience.** If you thrive in a highly challenging environment and are passionate about working with customers, read on for more details about this position and see if it aligns with you! **Responsibilities and Duties** * Respond to and resolve customer inquiries, requests, and issues via written channels such as email and chat; * Log and track interactions, ensuring timely follow-up and resolution within established deadlines; * Collect and relay customer feedback and suggestions, contributing relevant insights to the Product team; * Achieve and exceed performance targets defined by the support 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 (Zendesk, Movidesk, Blip, Hubspot); * Completed or currently pursuing a bachelor’s degree. **Preferred Qualifications** * Experience in HR Tech companies or technology firms focused on Human Resources solutions. **Additional Information** #### **Check out our benefits:** Remote work R$1.200/month on the iFood Benefits Card (Meal and Food Vouchers) Onboarding Allowance – 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 Advisory Services Childcare Assistance Birthday Day Off **Being at Convenia means creating 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 disabilities (PCD)**, please indicate your specific needs and requirements during the selection process so we can offer you an appropriate and inclusive workplace. Since 2012, we’ve been helping small and medium-sized enterprises achieve high performance through people. **We’re bold, value high performance, love people, operate with maturity, and give customers a voice!** Convenia is a people management platform that enables smarter decision-making for HR professionals and leaders. We do things differently because we challenge the status quo. We challenge conventions, balancing innovation and strategy. How? * Connecting people and businesses with their goals * Simplifying processes * Empowering leadership * Measuring performance through an intelligent platform **Did you know we have another business unit?** Yes, Kaledo! It’s our benefits club and ecosystem of perks. Learn more here.