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Flash

Junior Customer Experience Analyst

Flash

. Provide multichannel customer support via chat, email/tickets, and voice .

Posted 10/27/2026full-timeSão Paulo • BrazilJuniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in multichannel customer support, utilizing analytical skills to resolve operational issues and enhance customer satisfaction metrics. Proficient in HubSpot CRM and familiar with HR products, contributing to knowledge bases and documentation.

Highest-signal resume keywords
Multichannel Customer SupportHubSpot CRM ExperienceAnalytical Problem SolvingSLA FamiliarityCustomer Feedback Analysis

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Customer ServiceOperational SupportAnalytical AbilityIssue TriageDocumentation Skills
Soft Skills
Clear CommunicationInstructional WritingAssertiveness
Tools & Technologies
HubSpotDiagnostic ToolsCustomer Support Platforms
Industry Keywords
B2BSaaSFintechHR TechCSATAHTFCRResolution Rate

Tech Stack

Tools & technologies
Flash

About the role

Key responsibilities & impact
  • Provide multichannel customer support via chat, email/tickets, and voice
  • Investigate the root causes of inconsistencies in timekeeping records, benefits balances, employee data discrepancies, and calculation rules
  • Use internal diagnostic tools
  • Document interactions and ticket statuses in HubSpot CRM
  • Track operational metrics such as CSAT, AHT, FCR, resolution rate, and SLA
  • Contribute to the internal knowledge base and customer documentation, including the FAQ/Help Center
  • Analyze customer feedback data to identify patterns and propose solutions to partner teams

Requirements

What you’ll need
  • Previous experience in customer service or operational support at B2B companies, such as SaaS, fintech, or HR tech companies
  • Proficiency in using multichannel customer support platforms and CRMs
  • Experience with HubSpot is a significant advantage
  • Analytical ability to triage issues, distinguishing operational questions from system errors
  • Familiarity with SLA, CSAT, AHT, and resolution rate
  • Clear, instructional, and assertive written and verbal communication
  • Availability to work in a hybrid model, two days per week, at Flash’s office in Pinheiros, São Paulo, Brazil
  • Prior knowledge of HR products is a plus
  • Experience at fast-growing companies and handling a high volume of simultaneous chat requests is a plus

Benefits

Comp & perks
  • Flash Card with flexible benefits for food, meals, mobility, healthcare, education, culture, and well-being
  • Medical insurance
  • Dental insurance
  • Life insurance
  • Transportation allowance
  • Home office allowance
  • Childcare assistance
  • Extended maternity and paternity leave
  • TotalPass
  • OnHappy
  • Pet insurance partnership with Guapeco
  • C4life, providing legal, emotional, social, and financial assistance, as well as pet support
  • +Família by Avus, offering support and benefits for different stages of life
  • Partnership with SESC
  • Profit-sharing and results-based bonus
  • Birthday day off
  • Autonomy to create, test, and transform ideas into real solutions
  • Accelerated learning
  • Creative and technology-driven environment