**About the opportunity** At INFLEET, quality customer service goes beyond resolving tickets — it’s about anticipating problems, optimizing processes, and delivering an experience that customers truly notice. We’re looking for an analyst with solid experience in support and customer service who works autonomously, thinks process-oriented, and communicates clearly and effectively. If you spot patterns where others see only isolated tickets and propose improvements without being prompted, this role is for you. ### **Your day-to-day responsibilities** * Support customers across multiple channels (chat, e\-mail, and phone), ensuring speed, clarity, and empathy in every interaction; * Resolve issues autonomously, escalating only when necessary and always providing full context; * Identify recurring questions and complaints, transforming them into concrete process improvement suggestions; * Operate and configure customer service platforms (Zendesk, Intercom, Freshdesk, or similar); * Monitor and act upon key metrics such as FRT, CSAT, NPS, and First Contact Resolution Rate; * Document processes and actively contribute to the internal knowledge base. ### **What we expect from you** * Solid experience in customer service; * Proficiency in CRM and helpdesk platforms; * Strong written and verbal communication skills; * Analytical thinking to look beyond individual tickets and identify systemic issues; * Proactivity in proposing improvements, not just executing tasks; * Availability to work 44 hours per week (09:00 to 19:00\). * **Nice-to-have** * Experience designing or improving bot workflows (Blip, Botpress, Landbot, etc.); * Knowledge of APIs (REST, GraphQL) for platform integrations; * Basic data analysis skills (spreadsheets, dashboards, report extraction); * Practical familiarity with automation tools (Zapier, Make, platform chatbots, or similar); * Active use of generative AI (ChatGPT, Claude, Gemini, etc.) to optimize processes and scale efficiency. **Benefits of being Infleet** * Collaborative and flexible environment with a growth-oriented culture; * Structured career path with real opportunities for advancement; * Birthday Day Off to celebrate however you prefer; * Wellhub for health and wellness; * Meal allowance (Caju) of R$ 1\.000,00; * Remote work allowance (Caju) of R$ 150,00; * Fully company-funded health and dental insurance.
João Silva
Indeed · HR
João Silva
Indeed · HR
