Support Analyst (CS)

Description

**What is it like to be part of the Seazone team?** Being part of this team means you will help compose the team of the largest national partner of Airbnb and one of the Top 20 Startups on LinkedIn, adding to our purpose of bringing innovation and technology to the seasonal rental market with the goal of maximizing the profitability of owner and investor clients, as well as ensuring an excellent experience for the guest who chooses Seazone properties as their destination away from home **What does our Franchise Support team do?** We are the direct support point for those who run the operation on the ground: Seazone franchisees. When a franchisee has a doubt about a process, gets stuck in a system, receives a complaint from an owner, or faces a real urgency — a leak in the unit, a lock that won't open, a guest at the door, a last-minute cancellation — that is who they talk to. And it is with us that they leave knowing exactly what to do and when. The team is lean: two analysts alternating the service of the network, one supervisor, and one coordinator. In the coming months, the challenge is clear: automate what is still manual today and put AI to work in our favor, to scale service without bloating the team — and without losing excellence with those who depend on us every day. **What you will do:** * **Be the single point of support for the franchisee:** handle network demands via WhatsApp, tickets, and other channels, answering questions about systems, processes, deadlines, and policies. * **Guide on processes and systems:** explain and reinforce operational flows (reservations, check\-in/check\-out, cleaning, maintenance, relationship with the owner), support the use of internal tools, and provide reinforced support to new franchisees or those without experience in the hotel industry. * **Manage crises and operational occurrences:** assess impact, define the immediate plan (relocation, reservation reassignment, provider activation), and prevent the franchisee's operation from stopping. * **Activate and coordinate internal areas:** take the demand to reservations, pricing, product/systems, finance, legal, or expansion with full context — and follow up until resolved, without throwing the responsibility of chasing feedback onto the franchisee. * **Prioritize the flow of demands:** organize multiple simultaneous services by criticality and impact (guest and revenue at risk first), respect SLAs, and proactively inform those who will have to wait. * **Record, document, and report:** maintain history per franchisee and portfolio, and deliver surveys, indicators, and reports to leadership on time. * **Attack the root cause:** identify patterns of doubts and repeated errors and transform them into process adjustments, checklists, tutorials, or training — instead of re-explaining the same thing. * **Support the relationship with owners and guests via the franchisee:** mediate when there is a complaint or risk of a bad experience, demanding a response and ensuring the network standard. * **Use AI and automations with criteria:** apply AI to gain scale and quality (standard responses, triage, summaries, knowledge base), maintaining human review on sensitive topics — crises, contracts, finance, conflicts, and any response with impact on the guest or the owner. * **Care for the standard and the health of the network:** monitor adherence to processes, signal franchisees with performance drops or low response, and contribute to the continuous improvement of the franchisee experience. **What we expect from you:** * **Minimum 2 years of experience in customer service** (eliminating requirement: experience in customer service). * **Clear and objective communication:** the franchisee needs to end the conversation knowing the next step and the deadline. * **Cool blood in a crisis:** act with incomplete information, on weekends and in high season, without stopping the operation. * **Prioritization and time management** between simultaneous demands, actively communicating who will have to wait. * **Empathy with firmness:** welcome irritation and pressure without promising what cannot be fulfilled. Know how to negotiate and deal with pressure. * **Autonomy and ownership of the problem:** activate the right areas and follow up until closure, without needing a push. * **Organization and use of data:** consistent recording and quick surveys when leadership asks. * **Notions of SLA, prioritization, and escalation.** * **Real availability** for the shift schedule of the position, including weekends and high season peaks. **You stand out if you have:** * **Familiarity with using AI to scale service** — templates and standard responses, message triage, summaries, objection handling, and knowledge base construction, knowing where AI helps and where human review is mandatory. * Experience in **B2B service, support for franchisees/partners, or customer success**. * Experience in **hotel industry, seasonal rental, or real estate market** — including the routine of check\-in/check\-out, cleaning, maintenance, and relationship with owners. * **Analytical profile:** identify patterns of calls and propose process improvements. * **Didactic skills:** able to train franchisees who have never worked in the sector. **Incentives** ️ Food assistance \- Ifood Benefits in the amount of R$ 462.00; Health and Dental plan after 6 months as a PJ (individual entrepreneur) at Seazone; Semi-annual evaluations with the perspective of growth; ️ Feedback Culture; Birthday Day\-off; * ️ Paid maternity/paternity leave; Referral bonus; ✈️ Discounts on stays through our booking site; ️ Accommodation in Florianópolis (SC) for the Seazone anniversary celebration event; ️ Office available for coworking in Florianópolis (SC). **Partnerships** ️‍ ️ Partnership with Gympass; Partnership with Language Schools; Partnership with ACATE \- discounts on university monthly fees, among other advantages; Partnership with Conexa Saúde and Psicologia Viva \- 24h Telemedicine; Partnership with Guapeco \- Pet Health Plan. **About the hiring** Contract in the PJ (individual entrepreneur) model; ‍Remote work; 15 days of paid rest every 6 months of contract.