Customer Support Analyst

• Provide customer support by phone, email, and chat, understanding the full context before proposing solutions
• Investigate issues before involving other teams, carrying out the necessary tests and checks
• Engage the responsible teams, such as Finance, Product, and Application Support, with complete information
• Address objections in situations involving questions or cancellations, using clear, context-specific arguments
• Guide customers on features, best practices, and help channels, such as the Help Center
• Record all interactions in Salesforce and ZohoDesk, keeping the history up to date and traceable
• Request feedback at the end of support interactions and use it to drive continuous improvement
• Track individual KPIs and develop an Individual Development Plan (IDP) during one-on-one meetings with leadership

• Experience providing customer support in digital environments, including handling phone, chat, and email interactions simultaneously
• Knowledge of Google Sheets
• Knowledge of the main operating systems: Windows, iOS, and Android
• Analytical ability to investigate scenarios, identify root causes, and clearly propose next steps
• Clear and concise verbal and written communication
• Ability to adapt language to the customer's profile
• Organizational skills to manage multiple simultaneous interactions without missing deadlines or compromising quality
• Knowledge of how manufacturers, distributors, and sales representatives operate (a plus)
• Experience with system or ERP integrations (a plus)
• Experience handling objections, managing churn, and working in customer success (a plus)
• Familiarity with Salesforce, ZohoDesk, or Metabase (a plus)

• Profit-Sharing and Results-Based Bonus Program
• Home office allowance
• Meal and food allowance on the Caju flexible benefits card
• Budget to set up your home office
• National health and dental insurance coverage
• Access to Moodar for online psychological support, also available to family members
• Vidalink partnership offering discounts at pharmacies
• Access to an educational platform with full scholarships for undergraduate and graduate degrees, short courses, language courses, and MBAs
• Wellhub membership for physical activities and physical, emotional, and nutritional well-being for you and your family
• Fully remote work / Remote-First company
• CLT employment contract
• Well-structured Individual Development Plan (IDP)
• Feedback-driven culture and one-on-one meetings
• Six-month maternity leave and 20-day paternity leave
• Birthday-month day off
• Employee referral bonus
• Livro Livre book benefit
• Partnerships with educational and language institutions
• Training sessions and workshops
• Annual trips to Joinville, Santa Catarina, for in-person gatherings
• Company laptop becomes the employee's property after 48 months of use
• Monthly in-person and remote happy hours
• Optional annual flu vaccination
• Gifts and special perks on commemorative dates
• Compensation review policies and market alignment