Job Summary: We are looking for a Customer Experience Support Analyst to provide agile and high-quality support, clarify doubts, and engage customers on digital channels. Key Highlights: 1. Provide agile and high-quality customer support via Intercom and Reclame Aqui 2. Moderate customer communities to ensure a safe and collaborative environment 3. Identify opportunities for improving customer service processes Welcome to STLFLIX — where your ideas come to life in 3D! At STLFLIX, we breathe creativity and love transforming the world with the magic of 3D printing. We are the largest platform for 3D printing files on the planet (yes, truly the largest!). In addition to a massive library packed with incredible STL models, we offer advanced courses through our STLACADEMY, an exclusive filament store, and a global community of makers, designers, and enthusiasts. Our goal? To make 3D printing simple and incredibly exciting for everyone. Just getting started? We’ll teach you the basics. Already a 3D printer master? We have advanced techniques for you to explore even further. Here, any wild idea you have can become reality. So come on in, explore, learn, and start printing with us. At STLFLIX, your creativity is the only limit. Let’s create? As a Customer Experience Support Analyst, your mission will be to deliver agile and high-quality support, clarify doubts, prevent cancellations, and engage customers across digital channels. **Key Responsibilities:** * Provide customer support via Intercom, clarifying general questions and resolving requests. * Respond to customers on Reclame Aqui, ensuring fast, empathetic, and professional replies. * Moderate and manage customer communities to maintain a safe, respectful, and collaborative environment. * Log interactions and track request statuses to ensure full resolution. * Identify opportunities for improving customer service processes and propose actions. **Ideal Profile:** * Prior experience in customer service and online support. * Familiarity with support tools such as Intercom or similar platforms. * Experience in retention, cancellations, or churn management is a plus. * Experience moderating communities on Discord or other social platforms. * Excellent written and verbal communication skills, with attention to detail and empathy. * Ability to professionally handle customers in conflict situations. * Fluency in more than one language (English). * Proactivity and sense of responsibility. * Resilience. * Passion for service. **Nice-to-Haves:** * Experience with online reputation monitoring platforms (e.g., Reclame Aqui). * Knowledge of CRM tools and customer service automation. **What We Offer:** * PJ-based contract. * Flexible working hours. * Work location: Joinville/SC. * Innovative, collaborative environment with real space to test ideas. * English on the go — group classes up to 3 times per week during work hours, subject to class availability and schedule. * Referral bonus — brought a partner? You could receive a R$ 250.00 bonus, according to the current campaign. * Recognition for tenure — upon completing 1 year with us, you may receive an Ender 3 3D printer. In subsequent years, recognition initiatives may include filaments to keep creating without limits.
João Silva
Indeed · HR
João Silva
Indeed · HR
