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Job Summary: Support operational continuity, mitigate incidents, generate performance reports, and document processes—ensuring operational fluidity and quality with a focus on customer experience. Key Highlights: 1. Operational support and partner interface to ensure operational smoothness 2. Incident mitigation and protection of customer experience 3. SLA monitoring and assurance of commitment fulfillment **Business Unit:** Gringo \& Zapay **Work Location:** São Paulo \- SP **Work Model:** Hybrid **Responsibilities and Duties** * Operational Support: Execute day-to-day processes and maintain direct interface with partners and stakeholders to ensure operational smoothness. * Incident Mitigation: Directly address manual or systemic corrections for orders impacted by failures, ensuring customers are not negatively affected by technical issues. * Performance Reporting: Compile and organize operational data to provide visibility into volume, bottlenecks, and team performance. * Process Documentation: Keep operational guides and manuals updated based on daily execution. * SLA Monitoring: Track response and execution times to ensure commitments made to partners and customers are fulfilled. **Requirements and Qualifications** **You must have:** * Education: Currently enrolled in or graduated from an undergraduate program (degrees in Administration, Engineering, Economics, or related fields are a plus). * Mindset: Passionate about technology, innovation, and—above all—Customer Experience. * Communication: Excellent command of Brazilian Portuguese (spoken and written) to interact effectively across departments. * Analytical Profile: Comfort with numbers and curiosity to uncover the story behind the data. * Soft Skills: Organized, detail-oriented, and highly motivated to learn in a dynamic environment. * Collaboration: Ability to work well in teams and openness to listening and receiving continuous feedback. * Agility: Strong sense of urgency and resilience to adapt to rapid changes. **Not required, but a great advantage if you have:** * Excel/Google Sheets: Intermediate proficiency (basic formulas, pivot tables, spreadsheet organization). * Tools: Familiarity with management tools such as Pipedrive. * Experience: Prior experience (including internships) in customer service or digital service operations. **Additional Information** **Here’s what we offer:** **** * Health Insurance (SulAmérica) * Dental Insurance (Bradesco) * Wellhub (formerly Gympass) – extendable to up to 3 dependents * 24/7 Telemedicine – video-call consultations available every day of the week * SEM PARAR Monthly Fee Waiver – for 1 vehicle under the “Tag Imparável” plan * Meal Allowance or Food Allowance – you choose the best option: * VA for supermarket purchases * VR for daily use at restaurants * Birthday Day-Off (personal and company-wide) * Pregnancy Support Program and Extended Paternity Leave * Life Insurance * Childcare Allowance * Dependent PCD Support Allowance We are Gringo and Zapay: two startups born to simplify life for drivers. We believe car care doesn’t need to be complicated—or expensive. That’s why we’ve built digital solutions that save time, money, and stress—making room for what truly matters: living. Now part of the Sem Parar ecosystem, bringing our agile startup culture into a global group that never stops innovating. **A bit about Gringo:** * Gringo is the most downloaded app in the Auto category of all time (\+ 20 million downloads) * Market leader in Top of Mind awareness in São Paulo and Minas Gerais * 4.8 rating on app stores * Winner of the Reclame Aqui Award 2023 **Now, about Zapay:** * Over 20 million inquiries across our channels * Largest national coverage, integrated with all DETRANS * RA100 Certified – Reclame Aqui Award **ABOUT OUR CULTURE** Our culture values agility: we make quick decisions, learn along the way, and adjust our course whenever necessary. We believe taking risks is essential to building something greater—we don’t settle for the safest path, but pursue the one capable of transformation. We think and act through innovation, creating creative solutions that simplify people’s lives and anticipate the future. Here, every challenge is an opportunity to experiment, grow, and deliver real impact.
