Premium CX Analyst

Description

**Remote** At Lastlink, we seek people who want to build the future together with us. We are driven by **technology, community, and real impact**, and we believe our greatest differentiator is our **people**. ### ### **About the Area** At Lastlink, the Premium CX team is responsible for delivering a **fast, resolution-oriented, and high-standard experience** to our cardholder customers. This is a strategic area that serves as the **first point of contact** for our most important customers, providing consultative support via WhatsApp, reducing friction, anticipating risks, and safeguarding Lastlink’s reputation. Our role is to ensure every customer enjoys a seamless, trustworthy, and predictable journey—strengthening relationships, preventing crises, and sustainably driving results. ### **What We Expect From You:** On a day-to-day basis, you will: * Respond to all requests with **high speed and precision**, maintaining a premium standard of communication and delight. * Resolve requests comprehensively, clearly, and systematically whenever within your autonomy. * Conduct active follow\-up with other departments (N2, Finance, Prevention, Tech), ensuring smooth processing and completion of requests. * Lead interactions with empathy, confidence, focus on experience, and delight. * Accurately record and document all interactions, maintaining a clean and traceable history. * Promptly and assertively flag risks, systemic failures, or potential crises. * Act as a bridge between internal teams, ensuring no case stalls or lacks follow-up with the producer. * Provide insights to improve products, processes, and the cardholder producer’s journey. ### **Requirements to Assume This Role:** **Experience:** * Prior experience in customer service (CX, CS, or Support). * Experience with digital platforms, SaaS, payment methods, or supporting producers/creators. * Experience supporting strategic customers or providing premium support is a plus. **Hard Skills:** * Ability to rapidly analyze and prioritize in high-volume scenarios. * Rigorous organization of interaction history, records, and internal evidence. * Strong written communication—clear and solution-oriented. * Understanding of customer service processes and operational metrics. **Soft Skills:** * Active listening with genuine empathy. * Clear, human, and objective communication. * Extremely strong sense of urgency and proactivity. * Maturity to handle sensitive cases and high-value customers. * Full accountability: ownership of the problem until final resolution. * Ability to delight the producer through a premium experience. **Academic Background:** * Completed or ongoing undergraduate degree in Business Administration, Marketing, Communications, Engineering, Technology, or related fields. ### **✨ What Else We Value:** Our positions are open to everyone, regardless of gender, ethnicity, sexual orientation, or disability. If you identify with our purpose and want to grow with us, **join us as a Linker!** **Our Benefits** * Bradesco Saúde health and dental plan (no co-payment) * Caju Flash card (R$ 660/month) \+ Home office allowance (R$ 120/month) * TotalPass (access to gyms) * Birthday Day Off * Culture allowance (R$ 50/month via Caju) * Home office equipment (per current policy)