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 success and optimized system usage. Key Highlights: 1. Consultative and humanized video-based support 2. Focus on problem resolution and system usage optimization 3. Growth opportunity in a startup focused on user experience 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 delivery. We are seeking a Customer Success Analyst with a solution-oriented profile 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 wish to grow within a startup that values user experience, this is your place! **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 videoconference. * Consultative Video Support: Conduct video calls to assist customers with technical questions, humanizing support and accelerating issue resolution. * Success Focus: Ensure customers use our system in the best possible way, resolving technical and usability bottlenecks. * Organization and SLA Compliance: Manage ticket flow, ensuring rapid responses with high technical quality. * Customer Education: Support creation and updating of the Knowledge Base to foster user autonomy. **What We’re Looking For:** * Communication: Excellent written communication and full fluency speaking on the phone and during videoconferences. * Success Profile: Mindset focused on helping customers and solving problems empathetically. * Digital Agility: Ability to seamlessly navigate multiple tools simultaneously (Freshdesk, WhatsApp, internal dashboards). * Organization: Ability 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 Customer Success (CS) platforms. * Experience working in technology companies. Job Type: Full-time, CLT employment Compensation: R$3.171,61 per month Benefits: * Health insurance * Meal allowance * Food voucher * Transportation allowance Work Location: In-person