Digital Customer Experience (CX) Analyst

Responsibilities

• Provide fast, empathetic, and personalized support via WhatsApp, live chat, Reclame Aqui and other digital channels;
• Resolve questions, complaints, and issues effectively, ensuring a positive customer experience;
• Record all interactions in the internal system, ensuring follow-up and traceability of cases;
• Escalate more complex cases to the relevant teams, keeping the customer informed of progress;
• Identify patterns in customer requests and recommend improvements to support processes and the customer journey;
• Collaborate with other teams (Product, Marketing, IT) to improve the customer experience based on received feedback;
• Monitor service metrics such as response time, resolution rate, and CSAT (Customer Satisfaction Score);
• Analyze reports to identify optimization opportunities and present relevant insights to the team;

Requirements

• Previous experience in customer service, especially via WhatsApp, live chat, and Reclame Aqui;
• Basic to intermediate Excel skills;
• Clear, assertive, and empathetic written communication skills;
• Ability to solve problems and handle stressful or conflict situations;
• Organized, able to manage multiple interactions simultaneously;
• Experience with customer service metrics (NPS, CSAT, CES) — a plus;
• Familiarity with support tools such as Zendesk or similar — a plus;
• Ability to work collaboratively with multidisciplinary teams — a plus.

Core Competencies

Demonstrates expertise in providing empathetic customer support through digital channels, with a focus on problem-solving and collaboration across teams to enhance the customer experience. Proficient in analyzing service metrics and optimizing support processes based on customer feedback.