Customer Experience Analyst I

Description

Job Summary: We are seeking an Analyst to manage and nurture relationships with subscribers, focusing on retention, loyalty, and delight—driven by data and collaboration. Key Highlights: 1. Strategic involvement in customer retention and loyalty. 2. Opportunity to influence the customer experience based on data. 3. Collaboration with various departments to continuously improve products and processes. **Job Description** --------------------- The **B2C Team** develops customer-centric strategies to reach, attract, convert, retain, and build a community of people striving to become their best selves. We seek someone eager to grow and evolve **1% every day alongside** our company, demonstrating **ownership mindset**, accountability, and strong proactivity. We are entrepreneurs: we dream big, take bold steps, believe in our capabilities, grounded in the principle that **together we are stronger**, and through collaboration, we go further. Every day, we work diligently, with dedication, motivation, and effort to fulfill our purpose. If you consider yourself **unstoppable**, resonate with this opportunity and our culture, **then this role is for you!** **Responsibilities and Duties** ----------------------------------- * Manage and nurture subscriber relationships, with focus on retention, loyalty, and delight; * Handle customer service interactions and resolve critical incidents, prioritizing impact on experience and business; * Monitor, analyze, and report experience and satisfaction metrics (e.g., NPS, CSAT, churn rate), proposing data-driven improvement actions; * Systematize learnings from customer feedback and collaborate with internal teams to enhance processes, products, and communication; * Support strategic CX and Retention initiatives, and prepare operations for high-impact campaigns and activities; * Identify and propose delight initiatives and personalized communication for diverse customer segments; **Requirements and Qualifications** ------------------------------ **What we expect from you:** * Prior experience as a Customer Service (CS), Customer Experience (CX), or Customer Support Analyst; * Familiarity with Customer Experience metrics and KPIs, with critical understanding of their application and interpretation; * Data analysis capability (Excel, Google Sheets, or BI tools such as Looker/Tableau); * Strong written and verbal communication skills across diverse customer profiles, maintaining clarity, empathy, and appropriate tone; * Hands-on experience with customer support tools and CRM platforms (e.g., HubSpot, Zendesk, Salesforce, or similar); * Proactivity, structured thinking, and problem-solving orientation; * Ability to collaborate effectively within cross-functional teams. **Nice-to-haves:** * Experience with customer service automation, AI, and journey personalization; * Background in subscription-based businesses or e-commerce; * Knowledge of Customer Centricity methodologies, Service Design, or Customer Journey Mapping. **Additional Information** -------------------------- * **Employment type:** CLT; * **Work model: On-site** at our office in **Salvador, Bahia**. **What we offer:** * Meal and food allowance (CAJU Flexible Benefits); * Transportation allowance (CAJU Flexible Benefit); * Amil Health Insurance; * Amil Dental Insurance; * Gympass; * Creditas; * Life Insurance; * Birthday time-off; * Discount on Caffeine Army products; * Monthly withdrawal of up to 3 products from the Caffeine Army Group; * Discount club for partner brands and institutions; * Annual bonus. **Hiring Process Steps** ---------------------- * **Step 1**: Registration; * **Step 2**: Case study; * **Step 3**: Chat with the People Team; * **Step 4**: Technical Interview; * **Step 5**: Cultural Interview; * **Step 6**: Offer and Hiring.