CUSTOMER SUPPORT

Description

Job Summary: Mundiale is seeking a Customer Support professional to simplify the relationship between brands and consumers, enabling human and fluid interactions through proprietary technology and methodology. Key Highlights: 1. Human-centered and agile customer service focused on customer experience 2. Ticket management, technical and functional support with a focus on quality 3. Acting as a facilitator and promoter of platform autonomy Our mission at Mundiale is to simplify the relationship between brands and their consumers by delivering more human, accurate, and fluid interactions—powered by cutting-edge technology and our proprietary methodology. To achieve this, we seek exceptional talent to join our team of Munders and embrace new and exciting challenges every day! We currently have an opportunity for **Customer Support**! **Responsibilities and Duties** * **Welcoming and Human-Centered Service:** Respond to requests with empathy and agility, transforming each ticket into an opportunity to strengthen customer trust and experience. The Welcoming stage involves receiving the customer after activation to conduct their first welcome and support journey. * **Ticket Management and SLA Compliance:** Deliver technical and functional support while ensuring adherence to deadlines (SLAs) and maintaining rigorous quality standards across all interactions. * **Education and Value (Self-Service):** Act as a facilitator in using solutions, 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 for 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 ticket volume. * **Continuous Learning:** Stay updated on the constant evolution of the product ecosystem to ensure precise, technically aligned support. **Requirements and Qualifications** Experience with ticketing systems (Hubspot, Notion); Experience in technical support; Knowledge of ITIL (IT Service Management) and agile methodologies (Scrum and/or Kanban); Proficiency with remote support tools and Microsoft Office suite. **Additional Information** Flexible Benefit (you decide how to use it according to your needs: culture, transportation apps, subscriptions, gym, meals, etc.); Unimed Unipart Health Plan; Career Development Path; Hybrid Work Model; Birthday Day Off; Short Friday; Collaborative and dynamic work environment. For over 20 years, every single day, we at Mundiale begin our workday thinking about how we can positively impact someone’s experience. Since the beginning 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 choose who you 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—willing to build together, exchange experiences, and learn—who we invite to explore our opportunities. If you want to grow your career in a company that grows with you, join **Mundiale!**