Job Summary: Make a positive impact on the experiences of millions of people, learning from e-commerce and fintech in a challenging and fun environment, while being responsible for identifying problems, analyzing data, and co-creating solutions for an extraordinary experience. Key Highlights: 1. Be energized by entrepreneurial spirit and curiosity to push beyond limits. 2. Analytical thinking to investigate scenarios and build consistent solutions. 3. Opportunities for learning, growth, and challenging projects. In Customer Experience, we inspire trust in the people using our platform, delivering extraordinary experiences. We establish an emotional connection in every interaction, offering solutions and exceeding expectations across multiple support channels. To achieve this, we plan our operational capacity, design support models, monitor performance, and manage our teams’ knowledge. Make a positive impact on the experiences of millions of people, learning from the worlds of e\-commerce and fintech in a challenging and fun work environment! **We’re looking for people who:** * Are energized by entrepreneurial spirit, driven by curiosity, never give up, and focus on surpassing their own limits; * Demonstrate empathy and balance when handling sensitive situations, maintaining clear, respectful, and welcoming communication in all interactions; * Possess analytical thinking and enjoy investigating scenarios, connecting information, and building consistent solutions; * Are organized, capable of managing multiple cases simultaneously, and follow through on each case until resolution; * View change as an opportunity for learning and adapt quickly to new processes and challenges; * Prioritize excellence in execution, acting with responsibility, critical thinking, and attention to detail; * Know how to collaborate with others and enjoy working in teams, fostering an inclusive and collaborative environment. Imagine yourself leading dynamic, innovative, and challenging projects, **and being responsible for:** * Understanding and anticipating users’ problems, identifying opportunities in our processes, services, and products, and reducing friction at its root whenever possible. * Identifying improvement opportunities based on data and metrics analysis, such as contact rate and NPS. * Driving continuous improvement initiatives, quantifying friction points, and co-creating solutions to deliver an extraordinary experience with our products. * Seeking comprehensive and effective solutions for user issues requiring contact, as well as tools enabling operations to resolve them. * Collaborating with Product and Business teams for segmentation, implementation, and measurement of improvement initiatives. **Requirements:** --------------- * Proven analytical experience, with strong ability to identify problems, structure analyses, and propose data-driven solutions. * Intermediate or advanced proficiency in Excel and PowerPoint for information analysis and executive presentation development. * Knowledge of SQL, dashboard creation, and AI tools is considered a plus. * Intermediate Spanish proficiency is a plus, as the role involves frequent projects and interactions with Latin American teams; language development will be expected upon joining the team. **We Offer You:** --------------------- * The chance to join an entrepreneurial company that loves thinking big and long-term; * Ownership of your development in an environment full of opportunities, learning, growth, expansion, and challenging projects; * Collaboration and knowledge sharing with outstanding professionals and experts; * An excellent work environment, equipped with everything you need to have a great experience. :) Mercado Livre does not contact candidates offering job opportunities in exchange for money. All open positions are available on our careers website. If you receive any request for payment, please be cautious!
João Silva
Indeed · HR
João Silva
Indeed · HR
