FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
About the role
Key responsibilities & impact- Answer questions about the use, configuration, and functionality of Gupy platform modules.
- Investigate and resolve issues end to end with speed and quality, using knowledge bases (KBs and macros).
- Identify the causes of login issues, spreadsheet import/data-entry errors, and operational adjustment needs.
- Collect complete evidence (screenshots, IDs, and reproduction steps) and escalate cases for advanced technical investigation (N2), while monitoring SLA adherence.
- Categorize ticket reasons and flag gaps in the knowledge base, contributing to continuous improvement and AI-driven efficiency.
- Ensure the underlying need has been fully resolved before closing each interaction.
Requirements
What you’ll need- Exceptional written communication: Clear, instructional, and able to translate workflows and business rules into simple, accessible instructions.
- Empathy and active listening: Ability to support B2B customers, understand the full context, and adapt the service tone to each situation.
- End-to-end ownership: Take ownership of every ticket and follow each case through to effective resolution.
- Emotional intelligence and professionalism: Ability to manage high-pressure interactions while remaining professional and calm.
- Analytical thinking: Eagerness to investigate the root cause of problems rather than merely applying temporary solutions.
- Previous experience in customer service or support at technology/SaaS companies is a plus.
- Familiarity with knowledge bases (KBs) is a plus.
Benefits
Comp & perks- Health Insurance (Seguros Unimed): 100% of the monthly premium covered for employees and dependents (20% copay for dependents only).
- Dental Insurance (Amil): Option to enroll in the Dental 200 plan with nationwide coverage.
- Pharmacy Discount: Exclusive terms and discounts at major pharmacy chains across Brazil.
- Life Insurance (Prudential): 100% company-paid.
- Dasa+ Card: Discounts on medical services, hospitals, laboratories, and urgent care through telemedicine.
- Starbem: Four free online psychological consultations per month, plus nutrition and wellness services.
- Totalpass & Wellhub: Plans providing access to premium gyms, studios, virtual workouts, and the option to include up to three dependents.
- Childcare Allowance: Monthly benefit per dependent for children up to five years old.
- Extended Parental Leave: Six months of maternity leave and 20 days of paternity leave (under the Empresa Cidadã program rules).
- Birthday Day Off: One day off during your birthday month.
- Guapeco (Pet Health Plan): Up to three plan options with reimbursement available at any veterinary clinic in Brazil.
- SESC Partnership: Full access to the SESC network, including sports, culture, leisure, and wellness activities throughout Brazil.
- Caju Meal/Food Allowance: Flexible meal and food allowance balance.
- Caju Home Office Allowance: Monthly allowance to help cover remote-work expenses.
- Caju Mobility Allowance: For employees who live within 50 km of the Gupy Hub and work in a hybrid model.
- Creditas: Option to receive an advance of up to 40% of your salary, deducted directly from the following paycheck.
- Férias&Co: Special rates and financial incentives for planning and booking accommodations and trips during vacation.
- Gupy Coins: Internal virtual currency used for peer-to-peer recognition, which can be accumulated and exchanged for exclusive rewards.
- Gupy Match (Caju Referral): Financial bonus for referring talent who are subsequently hired.
- Educational Partnerships: Exclusive discounts at partner educational institutions for extension courses, graduate programs, MBAs, and language courses.
- Equity Opportunity: Opportunity to become a partner in Gupy.