Support Analyst – Customer Service, B2B, B2C

• Answer questions about the use, configuration, and functionality of Gupy platform modules.
• Investigate and resolve issues end to end with speed and quality, using knowledge bases (KBs and macros).
• Identify the causes of login issues, spreadsheet import/data-entry errors, and operational adjustment needs.
• Collect complete evidence (screenshots, IDs, and reproduction steps) and escalate cases for advanced technical investigation (N2), while monitoring SLA adherence.
• Categorize ticket reasons and flag gaps in the knowledge base, contributing to continuous improvement and AI-driven efficiency.
• Ensure the underlying need has been fully resolved before closing each interaction.

• Exceptional written communication: Clear, instructional, and able to translate workflows and business rules into simple, accessible instructions.
• Empathy and active listening: Ability to support B2B customers, understand the full context, and adapt the service tone to each situation.
• End-to-end ownership: Take ownership of every ticket and follow each case through to effective resolution.
• Emotional intelligence and professionalism: Ability to manage high-pressure interactions while remaining professional and calm.
• Analytical thinking: Eagerness to investigate the root cause of problems rather than merely applying temporary solutions.
• Previous experience in customer service or support at technology/SaaS companies is a plus.
• Familiarity with knowledge bases (KBs) is a plus.

• Health Insurance (Seguros Unimed): 100% of the monthly premium covered for employees and dependents (20% copay for dependents only).
• Dental Insurance (Amil): Option to enroll in the Dental 200 plan with nationwide coverage.
• Pharmacy Discount: Exclusive terms and discounts at major pharmacy chains across Brazil.
• Life Insurance (Prudential): 100% company-paid.
• Dasa+ Card: Discounts on medical services, hospitals, laboratories, and urgent care through telemedicine.
• Starbem: Four free online psychological consultations per month, plus nutrition and wellness services.
• Totalpass & Wellhub: Plans providing access to premium gyms, studios, virtual workouts, and the option to include up to three dependents.
• Childcare Allowance: Monthly benefit per dependent for children up to five years old.
• Extended Parental Leave: Six months of maternity leave and 20 days of paternity leave (under the Empresa Cidadã program rules).
• Birthday Day Off: One day off during your birthday month.
• Guapeco (Pet Health Plan): Up to three plan options with reimbursement available at any veterinary clinic in Brazil.
• SESC Partnership: Full access to the SESC network, including sports, culture, leisure, and wellness activities throughout Brazil.
• Caju Meal/Food Allowance: Flexible meal and food allowance balance.
• Caju Home Office Allowance: Monthly allowance to help cover remote-work expenses.
• Caju Mobility Allowance: For employees who live within 50 km of the Gupy Hub and work in a hybrid model.
• Creditas: Option to receive an advance of up to 40% of your salary, deducted directly from the following paycheck.
• Férias&Co: Special rates and financial incentives for planning and booking accommodations and trips during vacation.
• Gupy Coins: Internal virtual currency used for peer-to-peer recognition, which can be accumulated and exchanged for exclusive rewards.
• Gupy Match (Caju Referral): Financial bonus for referring talent who are subsequently hired.
• Educational Partnerships: Exclusive discounts at partner educational institutions for extension courses, graduate programs, MBAs, and language courses.
• Equity Opportunity: Opportunity to become a partner in Gupy.