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About the role
Key responsibilities & impact- Provide customer support through the brand’s official channels (WhatsApp, email, social media, and support platforms).
- Resolve questions related to orders, deliveries, exchanges, returns, and product usage.
- Ensure fast, clear, and empathetic support while maintaining Guava’s communication standards and tone of voice.
- Log, monitor, and close support tickets, ensuring compliance with defined SLAs.
- Identify patterns in questions, complaints, and positive feedback, and share insights with the team.
- Support the organization of customer support information, processes, and workflows.
- Actively contribute to the continuous improvement of the customer experience throughout the customer journey.
- Support community engagement and customer care initiatives as needed.
Requirements
What you’ll need- Previous experience in customer service, support, or customer relations.
- Strong written and verbal communication skills.
- Excellent organization and a strong sense of responsibility when managing multiple customer interactions.
- Ability to solve problems clearly, practically, and empathetically.
- Comfortable working as part of a team and communicating with different departments.
- Availability to work in a dynamic and constantly evolving environment.
- Preferred: Previous experience in e-commerce or DTC brands.
- Preferred: Familiarity with customer support metrics (SLA, CSAT, response time).
- Preferred: Experience managing customer communities or groups (WhatsApp, VIP groups, etc.).
Benefits
Comp & perks- Swile Multibenefits: Flexibility to use your benefits balances wherever and however you prefer.
- Product Voucher: Exclusive credit to redeem products from any of our brands.
- Discount Coupon: Special, ongoing discounts across our three brands.
- Birthday Day Off: A full day off during your birthday month to celebrate however you choose.
- Alternative Transportation: Transportation allowance or mobility assistance to support your commute.
- Annual Bonus: Participation tied to the group’s overall results.
- Conexa Partnership: 24/7 telemedicine services plus telepsychology support.
- Dental Plan: Comprehensive dental coverage through Uniodonto.
- GoGood Partnership: Membership and discounts at a broad network of partner gyms and studios.
- Guapeco Partnership: Protection for your four-legged friend.
- Daily learning opportunities at a growing company.