Serve as the primary point of contact for customers via email, phone, or chat
Act as the internal focal point for resolving customer-related challenges
Triage incoming tickets and carefully analyze requests, determining whether to escalate to other teams and classifying urgency
Manage internal communication to minimize customer response times
Assist with operational procedures related to the implementation of the platform for clients
Build customer relationships through support, aiming to foster loyalty
Propose improvements to internal routines and suggest actions that increase customer satisfaction and loyalty based on support experience
Work to evolve support processes through the use of AI.

Minimum of 1 year of customer support experience
Degree in Business Administration, Architecture and Urbanism, Interior Design, or Engineering
Willingness to provide support and assistance to customers and help resolve issues
Planning and organizational skills
Strong analytical, facilitation, and conflict-resolution skills
Ability to work well in a team, with flexibility to adapt to change
Curiosity and openness to learn and use AI solutions in daily work.

Competitive market-based compensation
Equity participation opportunity
Laid-back environment with ample growth opportunities and support for career development
Semi-annual in-person gatherings
Gympass
Birthday day off
Remote and flexible work
Freedom to propose new ideas and take on significant responsibilities.

Customer Support and Experience Analyst – Architecture and Engineering

Key skills