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iugu

Junior Customer Support Analyst

iugu

. Provide consultative support to customers, seeking efficient resolution of requests across different support channels .

Posted 9/29/2026full-timeSão Paulo • BrazilJuniorWebsite

Core Competencies

Role fit
Core Competencies

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

Demonstrates strong problem-investigation and analytical skills while effectively managing customer interactions and support processes. Proficient in using ticket-tracking tools and maintaining clear communication to ensure customer satisfaction and operational efficiency.

Highest-signal resume keywords
Customer Service ExperienceProblem-Investigation SkillsZendesk ProficiencyAnalytical SkillsKnowledge of Payment Operations

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
Problem-InvestigationAnalytical SkillsTicket-Tracking ToolsSupport Metrics AnalysisLog AnalysisAPIsIntegrationsTransaction FlowsOperational FlowsAdvanced Excel Skills
Soft Skills
Clear CommunicationEmpathyOrganizationAttention to DetailContinuous Improvement Mindset
Tools & Technologies
ZendeskAtende SimplesMicrosoft OfficeTelephony Tools
Industry Keywords
FintechPaymentsB2B SupportCustomer ExperienceSupport and Quality Metrics

About the role

Key responsibilities & impact
  • Provide consultative support to customers, seeking efficient resolution of requests across different support channels
  • Ensure customer satisfaction and a positive customer experience
  • Technically investigate incidents and complex issues reported by customers
  • Analyze logs, transaction flows, and system behavior
  • Work closely with Engineering, Product, and Operations teams to resolve issues
  • Identify recurring problem patterns and report improvement opportunities to Product and Operations
  • Resolve tickets and follow cases through to final resolution
  • Maintain clear, structured communication with customers throughout the process
  • Record and manage customer interactions using operational tools
  • Support the development and updating of the knowledge base and support materials
  • Liaise with internal teams to unblock solutions and ensure agility
  • Meet established support performance metrics

Requirements

What you’ll need
  • Previous experience in customer service, support, or Customer Experience within a technology environment
  • Strong problem-investigation and analytical skills
  • Ability to navigate effectively between technical and operational teams
  • Organization and discipline in managing tickets, requests, and case follow-up
  • Clear, empathetic, and objective communication with customers by phone, email, WhatsApp, chat, social media, and in person
  • Ability to work effectively with support processes and tools
  • Continuous-improvement mindset and strong attention to detail
  • Ability to translate technical issues into easy-to-understand language
  • Results- and support-metrics-oriented mindset
  • Knowledge of customer support, workflow, and ticket-tracking tools
  • Zendesk experience is a plus
  • Knowledge of telephony tools; Atende Simples experience is a plus
  • Knowledge of Support and Quality metrics
  • Knowledge of payment methods
  • Availability to work shifts
  • Experience in fintech, payments, financial institutions, or B2B support is a plus
  • Experience with Zendesk, Atende Simples, or similar tools is a plus
  • Experience analyzing support metrics is a plus
  • Familiarity with payment operations and technology is a plus
  • Knowledge of transactional and operational flows is a plus
  • Experience with APIs, integrations, or log analysis is a plus
  • Currently pursuing or having completed a university degree is a plus
  • Knowledge of Microsoft Office is a plus; advanced Excel skills are a plus

Benefits

Comp & perks
  • Hybrid work arrangement: 3 days in the office and 2 days working from home
  • Flexible working hours
  • Flexible credit of BRL 1,592.00 on a Swile card
  • Meal and food allowance of BRL 699.00
  • Mobility allowance of BRL 385.00
  • Additional BRL 508.00 for meals, food, or mobility
  • Bradesco health and dental insurance
  • TotalPass
  • Vittude with 40% off all sessions
  • Life insurance
  • Daily breakfast
  • Fresh fruit every day at the office
  • On-site mini-market with snacks, prepared meals, and beverages
  • Childcare allowance
  • Extended maternity leave of 180 days
  • Extended parental leave of 30 days
  • Short-term incentive based on achievement of targets and individual performance evaluations
  • Birthday-month day off
  • iu+go semiannual performance management program, including PDI follow-up
  • Access to iugu Academy, with regulatory content and specialized learning paths
  • Partnerships with educational institutions, language schools, and colleges
  • Relaxed and collaborative work environment
  • Autonomy to develop and implement ideas
  • Culture that values ongoing feedback and regular one-on-one meetings