Job Summary: This professional will be responsible for supporting and assisting event organizers and athletes, ensuring customer satisfaction and continuous platform improvement. Key Highlights: 1. Empathetic and solution-oriented support to event organizers and athletes via Zendesk. 2. Internal demand and process management to optimize the platform. 3. Collaboration in continuous improvement and onboarding of new organizers. **Support for Organizers and Athletes** * Provide support to event organizers and athletes through the official channel \- Zendesk. * Guide organizers on correct usage of the Sprinta platform, its features, and best practices. * Clarify operational, technical, and procedural questions related to the platform. * Address athlete inquiries, identifying whether the issue falls under the organizer’s or the platform’s responsibility. **Internal Demand and Process Management** * Execute internal platform processes (e.g., refunds, registration adjustments, profile corrections). * Direct organizers when responsibilities lie with them (e.g., athlete communication, event policies). * Log all support interactions and cases in the support system. * Prioritize tickets based on criticality and impact. **Customer Experience and Continuous Improvement** * Ensure a clear, empathetic, and solution-oriented experience for organizers and athletes. * Identify recurring issues and report them to the product and management teams. * Create and update support materials (FAQs, tutorials, guidelines). * Support new organizer onboarding in collaboration with the sales team. * Conduct training sessions for organizers to demonstrate all platform capabilities. 3\.2 Technical Competencies * In-depth knowledge of the Sprinta platform. * Customer support experience in a SaaS environment. * Ticket and case management. * Basic understanding of financial processes (e.g., refunds, timelines). * Clear and concise written communication. * Organization and prioritization of tasks. * Proficiency with support tools. * Ability to read and interpret processes. 3\.3 Behavioral Competencies * Empathy and patience in customer interactions. * Clear and pedagogical communication. * Organization and attention to detail. * Ability to handle pressure and high-volume workloads. * Solution-oriented and collaborative mindset. * Accountability and ownership mentality. * Capacity for continuous learning. Employment Type: Full-time CLT Compensation: R$1\.800,00 \- R$2\.500,00 per month Benefits: * Meal allowance * Transportation allowance Work Location: On-site
João Silva
Indeed · HR
João Silva
Indeed · HR
