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Job Summary: We are seeking a Premium CX Specialist to serve as the first point of contact for strategic customers, delivering consultative support and strengthening relationships. Key Highlights: 1. Focus on technology, community, and real-world impact 2. Premium and strategic support for key customers 3. A seamless, reliable, and predictable customer journey **Remote** At Lastlink, we seek people who want to build the future with us. We are driven by **technology, community, and real-world impact**, and believe our greatest differentiator is our **people**. ### ### **About the Team** At Lastlink, the Premium CX team is responsible for delivering a **fast, effective, and high-standard experience** to 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, reliable, and predictable journey—strengthening relationships, preventing crises, and sustainably driving results. ### **What We Expect From You:** Day-to-day, you will: * Respond to all inquiries with **high speed and precision**, maintaining a premium standard of communication and delight. * Resolve requests comprehensively, clearly, and systematically, whenever within your autonomy. * Proactively follow up with other internal teams (N2, Finance, Fraud Prevention, Tech), ensuring smooth execution and completion of requests. * Conduct interactions with empathy, confidence, focus on experience, and delight. * Accurately record and document all interactions, maintaining a clean and traceable history. * Promptly and accurately flag risks, systemic failures, or potential crises. * Act as a bridge between internal teams, ensuring no case stalls or lacks follow-up with the cardholder. * Provide insights to improve product, processes, and the cardholder 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 creators/producers. * Experience serving 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 high sense of urgency and proactivity. * Maturity to handle sensitive cases and high-value customers. * Full accountability: ownership of the issue until final resolution. * Ability to delight the cardholder through a premium experience. **Education:** * Completed or ongoing undergraduate degree in Business Administration, Marketing, Communications, Engineering, Technology, or related fields. ### **✨ What Else We Value:** Our positions are open to all individuals, regardless of gender, ethnicity, sexual orientation, or disability. If you resonate with our purpose and wish to grow with us, **join us as a Linker!** **Our Benefits** * Bradesco Saúde health and dental insurance (no copay) * Caju Flash card (R$ 660/month) + Remote work allowance (R$ 120/month) * TotalPass (gym access) * Birthday day off * Culture allowance (R$ 50/month via Caju) * Home office equipment (per current policy)
