CUSTOMER SUCCESS ANALYST

Description

Job Summary: Customer Success Analyst to work on the front line of customer support, ensuring productive, human, and agile interactions with a focus on customer experience and success. Key Highlights: 1. Direct involvement on the front line of customer service 2. Focus on technology and enhancement of the user experience 3. Opportunity for growth within a startup Get ready to transform the future of work with GRTS Digital®! In our culture, Customer Success is not just a department—it’s our daily commitment. We are seeking a Customer Success Analyst with a problem-solving mindset to work on the front line of our support (Level 1). Your mission will be to ensure every customer interaction is productive, human, and agile. If you love technology, possess strong communication skills, and want to grow within a startup that values user experience, this is the place for you! **Job Details:** * Work Modality: 100% in-person. * Working Hours: 40 hours per week. **Your Day-to-Day Responsibilities:** * Experience Management (Level 1): Support via Freshdesk, WhatsApp, phone, and video conferencing. * Video-Based Consultative Support: Conduct video calls to assist customers with technical questions, humanizing support and accelerating issue resolution. * Success Focus: Ensure customers use our system optimally by resolving technical and usability bottlenecks. * Organization and SLA Compliance: Manage ticket flow, ensuring rapid, high-quality technical responses. * Customer Education: Support the creation and updating of the Knowledge Base to foster user autonomy. **What We’re Looking For:** * Communication: Excellent written skills and complete fluency speaking on the phone and in video conferences. * Success Mindset: A customer-centric, empathetic, problem-solving attitude. * Digital Agility: Ability to seamlessly navigate multiple tools simultaneously (Freshdesk, WhatsApp, internal dashboards). * Organization: Capacity to prioritize urgent tasks without losing control of the ticket queue. **Education: Bachelor’s degree in Business Administration or related fields.** **Preferred Qualifications:** * Prior experience with Freshdesk or other Customer Success (CS) platforms. * Experience working in technology companies. Job Type: Full-time, CLT (Consolidated Labor Laws) employment Compensation: R$3.171,61 per month Benefits: * Health insurance * Meal allowance * Food voucher * Transportation allowance Work Location: In-person