🛠 Tech Stack

💼 About This Role

You'll act consultatively, ensuring customer retention and loyalty through omnichannel support including chat, email, tickets, and calls. You'll diagnose root causes, manage end-to-end demands, and exceed KPIs like CSAT, NPS, and SLA.

🎯 What You'll Do

• Provide consultative omnichannel customer support (chat, email, tickets, calls).
• Diagnose root causes and define assertive solutions.
• Manage and track demands end-to-end with active follow-up.
• Monitor and improve individual KPIs like CSAT, NPS, and SLA.

📋 Requirements

• Proven experience in Customer Success or consultative support in tech/logistics/fintech/e-commerce.
• Experience with omnichannel support and ticket management.
• Strong analytical skills for problem diagnosis and solution proposal.
• Excellent verbal and written communication in Portuguese.

✨ Nice to Have

• Experience with Zendesk, Salesforce, HubSpot or similar CRMs.
• Knowledge of customer experience metrics (CSAT, NPS).
• Experience in post-sales, retention, or customer success operations.