Customer Services Specialist - Critical Cases

About the Role

This role focuses on actively managing and enhancing the experience on the Reclame Aqui channel, while also advocating for continuous improvement across all Customer Support channels. You will analyze data, provide insights, and implement improvements to increase the value of our customer interactions. Acting as the main point of contact,  you will ensure a smooth experience, track operational performance in real time, and identify key process improvements to boost the overall customer journey.

Responsibilities

• Manage processes of ReclameAqui handling to drive continuous improvements and create value to the company, engaging directly with both front-line support POCs, as well as key ReclameAqui stakeholders both inside and outside the organization.
• Ensure smooth operations by developing, tracking, and executing action plans in collaboration with our BPO partners and internal stakeholders.
• Conduct qualitative and quantitative analysis of Reclame Aqui data to identify patterns and areas for improvement.
• Collaborate with internal teams, both national and international (Training, Quality, Sales, Product, and Support) to resolve customer issues and enhance user experience.
• Monitor channel-specific health metrics and develop action plans for at-risk customers.
• Provide proactive recommendations to help customers maximize the value of our products/services.
• Identify patterns and root causes of complaints, collaborating with internal teams to reduce recurrences.

What you will bring

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Fluency in English.
• 3-5 years of experience in a related role, with at least half of it in fast-growing tech companies.
• Proven experience of 2 years minimum in dealing directly with ReclameAqui.
• Strong communication and interpersonal skills.
• Experience with CRM tools (e.g., Salesforce, HubSpot, Zendesk).
• Problem-solving skills with a proactive, customer-first mindset.