Senior Customer Service Analyst

Description

Job Summary: We are seeking a Senior Customer Service Analyst to monitor KPIs, propose improvements, and ensure excellence in customer experience within a dynamic environment. Key Highlights: 1. Working with autonomy, passion, and commitment 2. Focus on customer experience and innovation 3. Collaborative and agile environment At NIO, we believe technology connects people and transforms the future. We are an innovative company focused on excellence, operating with a dynamic and collaborative culture. Our team works with autonomy, passion, and commitment, always striving for the best results. We seek a Senior Customer Service Analyst with strong analytical capabilities and a focus on excellence in customer experience. This person will be responsible for monitoring KPIs, proposing continuous improvements, mapping customer journeys, and ensuring customer service contributes to customer satisfaction, retention, and loyalty. Their work will directly impact customers’ perception of our services, strengthening our brand and driving loyalty. Join a team that values innovation and customer focus! **Responsibilities and Duties** Monitor customer service KPIs to identify opportunities for continuous improvement and ensure excellence in customer experience. Lead action plans to enhance the customer journey by identifying bottlenecks and proposing innovative solutions. Handle complex cases, ensuring empathy, agility, and quality in customer support. Analyze customer service and behavioral data to generate valuable insights for loyalty and satisfaction strategies. Collaborate across departments—including Product, Marketing, and Operations—to ensure an integrated and efficient customer experience. **Requirements and Qualifications** Bachelor’s degree in Administration, Communications, Engineering, Economics, Statistics, or related fields. Solid experience in customer service, preferably in analytical or continuous improvement roles. Proficiency in data analysis tools (Advanced Excel, Power BI, Looker, etc.). Experience with CRM systems (Salesforce, Zendesk, Freshdesk, or similar). Ability to translate data into practical, impactful actions for customers. Strategic mindset and focus on delivering customer value. Excellent verbal and written communication skills. Preferred Qualifications: Experience with digital journeys or omnichannel support; familiarity with CX (Customer Experience) methodologies such as Design Thinking, Customer Journey Mapping, or OKRs aligned with experience; knowledge of customer service automation tools and AI. **Additional Information** Benefits: * Meal Allowance and/or Food Voucher * Transportation Allowance * Health Insurance * Dental Insurance * Life Insurance * Private Pension Plan * Profit-Sharing Program (PPR) * Pharmacy Allowance * Daycare Allowance * Flexible Working Hours * V.tal Benefits Club * Extended Maternity Leave (6 months) * Extended Paternity Leave (20 days) **THE FUTURE STARTS HERE—AND WE’LL BUILD IT TOGETHER WITH YOU** ---------------------------------------------------------------- **We are V.tal, a company born with the purpose of enabling connection to the digital world and transforming people’s lives.** We work to help position Brazil among the most digitally advanced countries globally, promoting digital inclusion, empowering new businesses, and stimulating regional development. This is possible because we launched with Brazil’s largest fiber-optic network and a team that delivers results. We operate as a neutral, shared network—collaborating with telecom operators, ISPs, and partners of all sizes and regions. This fills us with pride. Our robust infrastructure enables us to offer extensive coverage and reach, helping our clients go further while optimizing their investments. **OUR TEAM** We are connected, agile, and driven by outstanding results. Our workplace is light-hearted because it’s built by people who collaborate, trust each other, and celebrate every achievement. Here, we don’t make excuses—we find solutions. With this high-performance team, we work daily to position Brazil among the most digitally advanced countries globally, promoting digital inclusion and socioeconomic development. **CHECK OUT OUR CORE PRINCIPLES** **We play fair and trust one another.** **Continuous evolution and learning is our mantra. Without learning, there is no evolution.** **We are obsessed with excellence and high performance. The pursuit of results happens daily—in every decision.** **Work hard, play hard! We’re focused and maintain a healthy work environment.** **DO YOU IDENTIFY WITH OUR PROPOSAL? THEN JOIN US TODAY TO BUILD THE FUTURE!** Remember that internet that simply works—connecting you seamlessly to what truly matters, without unpleasant surprises? We know the telecommunications industry needs to change. And we’re here to make it happen. We are **Nio**, a technology company offering fiber-optic internet solutions for homes and businesses across Brazil. We already serve **approximately 4 million customers**, and this is only the beginning. **Why does Nio exist?** **Our mission:** To drive the evolution of individuals and businesses through technology. **Our essence:** We look at people—and look ahead. Because we believe innovation only makes sense when it improves people’s lives. And this applies not only to our customers but also to those who make it all happen: **the people who work here.** **Working at Nio means…** Being part of a company that puts the customer at the center of everything. Having autonomy and room to grow. Working alongside people who believe in what they do. Building something new, in a collaborative and energetic environment. **We’re just getting started—and you can be part of this transformation. Join Nio and help create Brazil’s new digital era!**