Job Summary: Mundiale is seeking a Customer Support professional to simplify the relationship between brands and consumers, enabling human-centered and seamless interactions through cutting-edge technology. Key Highlights: 1. Warm and Human-Centered Welcome and Support 2. Incident Management and SLA Compliance 3. Continuous Process Improvement Our mission at Mundiale is to simplify the relationship between brands and their consumers by delivering more human-centered, accurate, and fluid interactions—powered by cutting-edge technology and our proprietary methodology. To achieve this, we’re looking for outstanding talent to join our team of Munders and embrace new, exciting challenges every day! We currently have an opening for **Customer Support**! **Responsibilities and Duties** * **Warm and Human-Centered Welcome and Support:** Respond to requests with empathy and agility, transforming each incident into an opportunity to strengthen customer trust and experience. The Welcome stage involves receiving the customer after activation to conduct their first onboarding journey and provide initial support. * **Incident Management and SLA Compliance:** Deliver technical and functional support while ensuring adherence to agreed timelines (SLAs) and maintaining rigorous quality standards across all interactions. * **Education and Value (Self-Service):** Act as an enabler for solution adoption, guiding customers to extract maximum value from the platform and gain autonomy. * **Expectation Management:** Maintain proactive communication, ensuring customers have full visibility into the status and deadlines of their requests. * **Voice of the Customer (Feedback Loop):** Identify, log, and categorize bugs and suggestions, serving as the bridge between customer pain points and the Product team to drive continuous improvement. * **Knowledge Management:** Create and update technical documentation and Help Center articles, converting recurring issues into self-service solutions. * **Process Improvement:** Analyze support trends and metrics to propose operational improvements that reduce reactive incident volume. * **Continuous Learning:** Stay up to date with ongoing evolutions across our product ecosystem to ensure precise, technically aligned support. **Requirements and Qualifications** Experience with ticketing systems (HubSpot, Notion); Experience in technical support; Familiarity with ITIL (IT Service Management) and Agile methodologies (Scrum and/or Kanban); Proficiency in remote support tools and Microsoft Office suite. **Additional Information** Flexible Benefit Plan (you decide how to use it according to your needs: culture, transportation apps, subscriptions, gym, meals, etc.); Unimed Unipart Health Insurance Plan; Career Development Path; Hybrid Work Model; Day Off; Short Friday; Collaborative and dynamic work environment. For over 20 years, every single day, we at Mundiale begin our workday asking ourselves how we can positively impact someone’s experience. From day one of our journey, we’ve kept our focus firmly on the customer. That’s how we work: united teams thinking, building, and **revolutionizing experiences**. We are an authentic team of **over 500 Munders spread across 19 Brazilian states.** By the way, a **Munder** is each one of us at Mundiale—free to be who we truly are. In such an environment, incredible things happen constantly! We value diverse teams (with diverse perspectives), curious minds, and those who build creative and effective solutions. That’s why we fall in love with problems—not solutions. This is our **Way.** Our team is continuously evolving, striving to improve by 1% every day. And it’s people like you—ready to co-create, exchange experiences, and learn—who we invite to explore our opportunities. If you want to grow your career at a company that grows with you, join **Mundiale!**