RD Station

Sales

• Provide operational and systems support to Territory Managers and TOTVS units
• Process requests and support the creation and submission of commercial proposals in Salesforce and Proteus
• Validate lead ownership, transfer, and routing rules between TOTVS and RD Station Account Representative (AR) teams
• Track requests, deadlines, and SLAs
• Execute operational processes and controls with quality and accuracy
• Investigate issues, answer questions, and find solutions in collaboration with different departments
• Identify opportunities for improvement and propose simpler, more efficient processes
• Use Artificial Intelligence tools to analyze data, organize information, and optimize tasks

Sales Assistant

Full-stack Engineer

• Develop and enhance backend solutions to meet the needs of the business and end users
• Turn loosely defined problems into viable deliverables in partnership with engineering, product, and design
• Propose and implement solutions to improve account and user management on the RD platform
• Participate in code reviews and apply best practices and agile methodologies
• Contribute to scalability and innovation projects
• Work within a multiproduct ecosystem involving integrations, legacy systems, and critical workflows
• Drive end-to-end solutions and support technical decisions related to security, consistency, scalability, and production operations
• Collaborate with technical leaders, product managers, designers, and other software developers

Senior Software Engineer

Customer Success Manager

• Lead the strategy and operations of the Unified Customer Communications Calendar
• Mediate scheduling and messaging conflicts with other RD Station teams
• Create and maintain the Customer Communications Playbook, including SLAs, tone-of-voice guidelines, channel-priority matrix, frequency caps, and quiet hours
• Define tone-of-voice guidelines and templates
• Draft critical and crisis communications, including technical incidents, product sunsets, and institutional announcements
• Review strategic communication workflows
• Optimize and configure automation journeys and complex segmentations in the CRM and sending platforms
• Monitor deliverability, engagement, and perceived quality metrics, including open rate, CTR, domain reputation, opt-outs, LGPD compliance, NPS, and customer complaints
• Centrally orchestrate communications to the active customer base, ensuring the right message reaches customers at the right time to drive retention and engagement

Senior CRM and Communications Governance Analyst

• Work within a multiproduct ecosystem involving integrations, legacy systems, and critical workflows that shape the customer experience
• Lead end-to-end backend solutions
• Support technical decisions by balancing security, consistency, scalability, and production operations
• Develop and evolve backend solutions to address business and user needs
• Turn loosely defined problems into viable deliverables in partnership with engineering, product, and design
• Propose and implement solutions to improve account and user management on the RD Station platform
• Participate in code reviews and apply engineering best practices and agile methodologies
• Contribute to scalability and innovation projects
• Collaborate with technical leaders, product managers, designers, and fellow developers

• Ensure high performance across the support team and customer success in every interaction
• Ensure a high level of technical expertise and service quality across chat, WhatsApp, email, and video calls
• Track individual results and support the development of each team member
• Lead a team of up to 10 Heroes through data-driven management, including 1:1s, performance reviews, and feedback
• Recruit, develop, and retain high-performing talent
• Monitor operational KPIs such as SLA, AHT, response time, productivity, and CSAT
• Lead team rituals, manage schedules and capacity, and anticipate impacts on support volume
• Act as a technical and methodological reference in crisis or high-risk scenarios
• Lead continuous improvement and operational efficiency projects
• Connect Support with Customer Success, Customer Experience, Operations, Finance, and Enablement
• Scale operations through data and AI, combining tech-touch strategies with human support

Sales Assistant

Senior Software Engineer

Senior CRM and Communications Governance Analyst

Senior Software Engineer

Support Coordinator – Customer Success