Customer Experience Analyst I

RecargaPay

. Monitor and respond daily to inquiries and complaints received through specialized channels, ensuring SLA compliance, response quality, and alignment with RecargaPay’s institutional tone.

Posted 10/6/2026full-timeRemote • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer relationship management skills, particularly in handling inquiries and complaints through critical channels. Proficient in utilizing customer service tools and technologies while maintaining operational metrics and ensuring SLA compliance.

Highest-signal resume keywords

Customer Relationship ManagementExperience With ReclameAQUI CasesFamiliarity With Customer Service ToolsLogical And Analytical ReasoningResults-Oriented Approach

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case TriageComplaint ResolutionTrend AnalysisOperational Metrics MonitoringPerformance Metrics Identification

Soft Skills

EmpathyProblem-SolvingAttention To DetailCross-Functional CommunicationPersuasion

Tools & Technologies

HugMeZendeskMOLAutomation ToolsAI-Enabled Workflows

Industry Keywords

FintechPayment InstitutionsDigital BankingCustomer Service ChannelsSLA Compliance

About the role

Key responsibilities & impact

Monitor and respond daily to inquiries and complaints received through specialized channels, ensuring SLA compliance, response quality, and alignment with RecargaPay’s institutional tone.
Record and categorize inquiries and complaints by type, cause, and product, maintaining a structured history to support trend analysis and decision-making.
Proactively contact customers by phone when necessary to accelerate the resolution of complex cases or cases with potential reputational impact.
Escalate complex or sensitive cases to the CX N2 team and, when applicable, to the Product squads responsible for addressing the root cause.
Track the resolution status of escalated cases and ensure that customers receive a response within the established timeframe.
Propose adjustments to copy, processes, or workflows based on recurring patterns identified.
Safeguard RecargaPay’s reputation across customer service channels while keeping operational metrics within target.
Progressively achieve operational targets: resolve 15 cases per day within 30–60 days and 20 cases per day within 60–90 days; meet established resolution, rating, and new-business targets.

Requirements

What you’ll need

Solid experience managing customer relationships through critical channels, with prior experience handling ReclameAQUI cases required.
Experience in fintech, payment institutions, or digital banking is preferred.
Clear, empathetic, and contextualized written communication, with the ability to adapt tone to the customer’s profile without compromising objectivity or the company’s institutional positioning.
Completed or ongoing higher education.
Logical and analytical reasoning applied to case triage, prioritization, and routing.
Willingness to work in an environment where automation and artificial intelligence support operations, with an openness to adopting new technology-enabled tools and workflows.
Familiarity with customer service and ticket management tools such as HugMe, Zendesk, MOL, and others.
Results-oriented approach: monitor performance metrics, identify deviations, and proactively implement corrective actions.
Ability to demonstrate empathy, problem-solving skills, attention to detail, cross-functional communication, operational resilience, persuasion, ownership, brand advocacy, and continuous learning.

Benefits

Comp & perks

Competitive, market-aligned salary.
Remote work — wherever you are, you are part of the team!
Home office allowance paid monthly through the RecargaPay app.
Health and dental insurance with no copay.
Life insurance.
Flexible meal allowance via Flash.
TotalPass to support your health and well-being.