Description: We are looking for talented individuals passionate about technology and innovation to join our team as a Customer Experience Analyst. If you are motivated, creative, and constantly seeking new challenges, come be part of our team! Here, you will have the opportunity to be responsible for handling high-impact medium and large accounts with a consultative and strategic approach. Acting proactively, solving doubts and technical issues. Ensuring fast, courteous, and high-quality service. If you identify with our purpose and are looking for a challenging environment, this is your chance to be part of a dynamic and collaborative workplace. Come build a successful career with us, submit your application and make a difference with us! Responsibilities and duties * Handle high-impact medium and large accounts with a consultative and strategic approach. * Act proactively, anticipating demands and proposing customized solutions. * Generate strategic reports and analyses on service and experience of key clients. * Resolve medium-complexity incidents and monitor their lifecycle. * Ensure complete and organized records in company systems. * Propose adjustments and improvements to the knowledge base. * Collaborate with Product and Sales/CS teams, providing feedback from medium-complexity clients. * Maintain strategic and consultative communication with executives and stakeholders of medium and large clients. * Diagnose failures in detail, collect evidence, and reproduce scenarios. * Develop new technical skills and contribute to continuous process improvement. Requirements and qualifications Technical competencies* Resolves incidents for medium and large accounts, balancing volume and depth. * Ensures complete records, monitors deadlines, and organizes information for efficient resolution. * Has intermediate-level mastery of the company's service tools, leveraging features for ticket management. * Proposes adjustments to the knowledge base and adds intermediate-level solutions. Behavioral competencies * Structured communication with medium and large account clients and internal stakeholders. * Communicates assertively and respectfully. Practices active listening and asks questions to understand context, problems, and needs presented, or to learn other perspectives on the same topic, thus building solutions in partnership. * Works together with Sales/CS and Product teams, providing customer insights. * Balances speed and quality in customer service. * Contributes to the development of other team analysts, continuously providing feedback to achieve ongoing improvement. 2510300202211755773