Customer Support Assistant

Description

Job Summary: As a Customer Support Assistant, you will be the customer's voice, ensuring an outstanding experience and contributing to continuous service improvement in a dynamic environment. Key Highlights: 1. First point of contact with customers, ensuring high-quality service. 2. Collaborate with Product, Technology, and Operations teams. 3. Opportunity to learn and grow alongside the team. **Business Unit:** Gringo \& Zapay **Work Location:** Pinheiros, SP **Work Model:** Hybrid **Role Objectives:** At Gringo, our Support team is the internal voice of the customer. We are responsible for delivering an exceptional experience in every interaction and representing our users’ feedback to Product, Technology, and Operations teams. We seek an energetic, empathetic, and strong communicator who enjoys solving problems and is eager to learn and grow with the team. As a Customer Support Assistant, you will be the first point of contact with our customers, ensuring high-quality, efficient service while contributing to the continuous improvement of our services. **Responsibilities and Duties** * Respond to customers via chat, email, and phone calls, maintaining clear, empathetic, and solution-oriented communication; * Ensure CSAT, effectiveness, and queue metrics meet team targets; * Complete 100% of mandatory training and apply learnings to daily interactions; * Provide high-quality data, reporting relevant customer insights and feedback; * Identify and flag potential incidents, contributing to continuous process improvement; * Empower customers regarding app usage and topics related to vehicle documentation and traffic laws; * Collaborate proactively and act with urgency to support smooth operations; * Be available for weekend and holiday shifts as operationally required. **Requirements and Qualifications** **Essential qualifications:** * Currently enrolled in or having completed a bachelor’s degree in any field; * Prior experience in customer service (chat, voice, or email); * Excellent command of Brazilian Portuguese and strong oral and written communication skills; * Collaborative and empathetic profile, with ease working in teams; * Problem-solving ability and attention to detail; * Strong organizational skills; * Passion for technology and customer experience. **Nice-to-have (but not required):** * Courses or certifications in Customer Experience, Customer Service, or Communication; * Familiarity with Helpdesk tools (e.g., Zendesk, TakeBlip); * Knowledge of the automotive sector; * Understanding of the automotive industry. **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 consultations available every day of the week * SEM PARAR monthly fee waiver – for 1 vehicle under the Tag Imparável plan * Meal Allowance or Food Voucher – you choose the best option: * VA for supermarket purchases * VR for daily restaurant use * Birthday Day-Off (personal and company-provided) * Maternity support program and extended paternity leave * Life Insurance * Childcare Assistance * Assistance for dependents with disabilities (PCD) 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 built digital solutions that save time, money, and stress—leaving space for what truly matters: living. Now part of the Sem Parar ecosystem, we bring 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 history (\+ 20 million downloads) * Market leader in Top of Mind awareness in SP and MG * 4.8 rating on app stores * Winner of the Reclame Aqui Award 2023 **Now, about Zapay:** * Over 20 million consultations across our channels * Largest national coverage, integrated with all DETRANS * RA100 Certified – Reclame Aqui Award **ABOUT OUR CULTURE** Our culture values agility: we make fast decisions, learn along the way, and adjust our course whenever necessary. We believe taking risks is part of building something bigger—we don’t settle for the safest path, but pursue the one that can drive 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 create real impact.