CX Analyst (Mid-level), Special Channels and Customer Relations

Role Overview

• Structure formal, well-argued responses.
• Manage end-to-end communication for critical/escalated channels, such as Reclame Aqui, Ombudsman (Ouvidoria), Procon and legal claims.
• Produce and review official communications and statements.
• Liaise with other teams, including Customer Service, Product and Operations.
• Identify opportunities for improvement.
• Monitor communication metrics and KPIs.

Requirements

• Bachelor’s degree completed or in progress in Communication, Marketing, Journalism, Advertising or related fields.
• Previous experience handling customer service in critical/escalated channels such as Reclame Aqui, Ombudsman (Ouvidoria), Procon and legal claims.
• Experience in crisis management and handling dissatisfied customers.
• Experience drafting formal, well-argued responses.
• Strong analytical skills for root-cause identification and problem resolution.
• Organized and capable of managing multiple simultaneous requests.
• Familiarity with customer service tools (CRM, ticketing platforms, etc.).

Benefits

• Meal allowance and/or food voucher.
• Health and dental insurance.
• Life insurance.
• Partnerships with TotalPass and ZenKlub.
• Extended maternity and paternity leave.
• Childcare allowance.
• Discounts of up to 50% on postgraduate and MBA programs from major institutions such as FIA, FAAP and PUCRS.
• No dress code: wear what makes you comfortable.
• Birthday day off (#TáDeParabéns).
• Baby gift for newborns.