First and foremost, we’d like to tell you a bit more about who we are. Shall we? Nice to meet you — we’re Aurum! We’re an established company in the legal software market. We leverage the most innovative technologies to enable a new way of practicing law. Our work helps thousands of lawyers better manage their daily tasks and boost productivity. Pretty cool, right? **Here’s a secret: We can only achieve all this because we have the best people on our team.** What do we call this amazing group? \#GoldenPeople. Today, we’re over 200 people spread across Brazil, supported by our offices in Florianópolis (SC) and São Paulo (SP). **No matter where we are, our culture remains the same — always guided by our core values.** In fact, with such incredible people, strong values, and an outstanding culture, we’ve earned the **Great Place to Work** certification ten times — and in 2025, we ranked highly across all three rankings we participated in. **So, what kind of people are we looking for to join our Team?** We’re seeking professionals who value autonomy, responsibility, teamwork, continuous learning, collaboration, communication — and, of course, closeness and transparency! If this environment resonates with you, we’re already starting to *match*! We consider every member of our team unique and special — which is why everyone is welcome. We foster a safe environment where GoldenPeople can express themselves authentically. **Within the CX Astrea team, your mission will be:** To ensure sustainable growth of our customer base by eliminating friction points across the customer journey — transforming user experience into a predictable engine for retention, product adoption, and revenue. **Oh, one important detail about this role:** The work model is 100% **Remote!** **Responsibilities and Duties** **Now, take a look at the main responsibilities for this role:** * Monitor and evaluate key performance indicators (KPIs) related to customer experience — such as satisfaction, loyalty, retention, and NPS (Net Promoter Score). * Continuously map, analyze, diagnose, and update the end-to-end customer journey, with surgical focus on critical moments: First Use / First Value, Onboarding, Retention, and Habit Formation. * Develop and implement strategies to improve communication and engagement with customers throughout their journey. * Propose and deliver training sessions/presentations for the customer support team to enhance service skills and the ability to deliver an exceptional experience. * Monitor market trends and industry best practices in legaltech customer experience — continuously implementing innovations/improvements to our customers’ journey. * Prepare managerial reports and dashboards on customer experience, delivering actionable insights and strategic recommendations to the Executive Leadership Team. * Propose and implement customer loyalty and retention programs. * Serve as the technical and strategic bridge between customers and internal teams — translating mapped pain points and behaviors (Voice of Customer) into detailed action plans and clear guidance for Product (usability), CS MKT/Marketing (education and communication), and CS (support) teams. * Interview internal and external customers about interaction flows during the journey. * Diagram customer journeys and regularly review support workflows to propose retention-focused actions. **Requirements and Qualifications** **To apply for this opportunity, we expect you to have:** * Minimum of 4+ years of experience in Customer Experience, CS Operations, or CX Intelligence — preferably in the technology sector (SaaS). * Experience mapping, proposing, and structuring customer journeys. * Technical proficiency in extracting and analyzing data using BI, Analytics, or CRM tools — correlating customer behavioral data from the journey with business metrics. * Technical mastery of CX and SaaS metrics (NPS, CSAT, CES, Churn Rate, LTV, Retention, Time-to-Value, etc.). * Excellent communication skills to engage, influence, and ensure cross-team project delivery (Product, Engineering, Marketing). **Bonus qualifications include:** * Experience with Intercom, Notion, Figma, or Miro. * Experience building processes from scratch, prioritizing high-impact requests, and making strategic decisions autonomously. * Knowledge of dashboard creation. **Additional Information** **Take a look at what we offer GoldenPeople:** * **Meal/Voucher Allowance:** R$ 1\.300 monthly via flexible card — no payroll deduction. * **Remote Work Allowance:** R$ 135.00 monthly — no payroll deduction. * **Health Insurance:** Bradesco nationwide plan. * **Dental Insurance:** SulAmérica. * **Life Insurance.** * **Extended Parental Leave:** We participate in the “Empresa Cidadã” (Citizen Company) Program, offering leave policies supporting diverse family structures — including adoption, same-sex couples, and single-parent families. * **Childcare Assistance:** For children up to 5 years old. * **Gympass/Wellhub:** A holistic wellness platform focused on physical activity and overall health — providing access to thousands of gyms, studios, live classes, and wellness apps — all for a single monthly fee. * **Conexa Saúde:** A digital health platform covering multiple specialties. GoldenPeople receive 2 free psychological consultations and 2 free nutritional consultations per month. * **Guapeco:** Pet health insurance with simple enrollment, national coverage, and reimbursements up to 100%. * **Language School Partnership:** Discounted English and Spanish courses through OpenEnglish, Fluentia, and Instituto Cervantes — both online and in-person. * **Profit and Results Sharing (PLR):** If the team meets its annual goal, everyone (yes, really!) shares in the profits. * **Relax Week:** We don’t work on weekdays between Christmas and New Year’s Eve — so you can rest and enjoy the holiday season however you prefer. * **Workstation Allowance:** In addition to lending you a laptop for comfortable remote work, we provide a R$ 2\.400,00\ allowance. * **Birthday Leave:** During your birthday month, you get a full day off to relax and celebrate. * **Work at a Great Place to Work:** We’re among the best companies to work for in Latin America and Brazil. * **And much more!** With a **feedback-driven culture**, **development guilds**, **PDI during onboarding**, **Aurum Talks**, frequent all-hands meetings, **OKR transparency**, celebratory events, performance reviews, development programs, and other initiatives designed to continuously grow GoldenPeople. Liked it? Then join us! :) Nice to meet you — we’re **Aurum**! For over 30 years, we’ve been developing technology for the next generation of legal practice. Through our two software platforms — **Astrea** and **Themis** — we impact over 20,000 clients, ranging from independent lawyers to corporate legal departments. Here, we deliver technology that simplifies and adapts to each client’s pace. Our biggest differentiator is delivering an experience of innovation and freedom — not only to our customers but also to our team members. That’s because we’re an environment that respects individuality and drives the development of every GoldenPerson. Working at Aurum means having autonomy to innovate, freedom to grow, and being part of a team that makes everything flow effortlessly. That’s why we value development and prioritize a learning-oriented environment with abundant collaborative work. PDIs, 1x1s, the Leadership Development Program, and recurring feedback are just some examples of initiatives that support GoldenPeople. Respect for individuality is lived daily through the constant strengthening of a diverse and inclusive workplace. Our 200+ GoldenPeople can truly be themselves here. We believe diversity fuels innovation — and every representative of a diverse group strengthens our team. With our primarily remote work model, we’ve become an even more open space for diverse individuals. In this context, our physical offices in Florianópolis and São Paulo serve as optional complements to our culture — always welcoming those who wish to enjoy an in-person experience. **That’s why (and much more), working at Aurum means having \#GoldenPride in being:** * Certified consecutively ten times by Great Place to Work (GPTW); * Ranked 79th best company to work for in Latin America (Top 100 Small & Medium Enterprises — GPTW LatAm 2025); * Ranked 30th best medium-sized company to work for in Brazil (2025); * Ranked 5th best medium-sized company to work for in Santa Catarina (2025); * Ranked 7th best technology company to work for in Brazil (2025); * A leader in development and cultural initiatives; * Co-responsible for maintaining a safe environment for every GoldenPerson. * Part of a team with gender equity across all seniority levels; Visit our Culture Manifesto to learn more about the Golden way of working! Explore the portal enriching the daily routines of thousands of lawyers! And of course, don’t forget to check out our other social media channels! #### **Before reviewing our open opportunities, here’s what we offer GoldenPeople:** Liked it? Check out the openings to join our Team!
João Silva
Indeed · HR
João Silva
Indeed · HR
