Customer Support / Customer Success Analyst

Description

Job Summary: We are seeking a professional with experience in marketplaces and an analytical profile for customer support and platform usage assistance, ensuring a positive user experience. Key Highlights: 1. Support and customer service activities, with a focus on problem resolution. 2. Opportunity to assist in configuring integrations and platform usage. 3. Contribution to continuous product improvement through user feedback. * **Job Description** We are looking for a professional with marketplace experience and an analytical mindset, capable of understanding issues, proposing solutions, and guiding customers clearly and efficiently. The candidate will directly handle customer support and platform usage assistance, ensuring a positive user experience. **Responsibilities** * Assist users via **chat, email, and WhatsApp**, focusing on problem resolution. * Help customers with **configuration and usage of marketplace and ERP integrations** (e.g., Bling, Tiny, etc.). * Guide customers on platform usage, including **dashboards, reports, income statements (DRE), profit and margin analysis**. * Identify, analyze, and **forward technical requests** to the development team when necessary. * Collect user feedback and actively contribute to **continuous product improvement**. **Requirements** * **Experience or familiarity with marketplaces** (Mercado Livre, Shopee, etc.). * Strong **written and verbal communication skills**, with clarity and conciseness. * **Analytical and solution-oriented mindset**, with ability to interpret data and guide decision-making. * Organization, patience, and ability to interact with customers possessing varying levels of technical knowledge. * Aptitude for learning and using **new digital tools**. * Availability for **in-person work during standard business hours, Monday through Friday.** **Preferred Qualifications (not mandatory)** * Prior experience in **SaaS support** or management platforms. * Basic knowledge of **system integrations and ERPs**. * Familiarity with financial metrics, margins, and performance analysis. Employment Type: Full-time CLT Compensation: R$2.000,00 \- R$2.600,00 per month Benefits: * Meal allowance * Transportation allowance