Vertem

Data Scientist

• Develop, train, and validate machine learning models applied to real-world business problems
• Work with large volumes of data stored in the corporate AWS Data Lake
• Use the Databricks ecosystem for model experimentation, training, and operationalization
• Build data pipelines and model training pipelines
• Use Databricks AutoML capabilities to accelerate experimentation and model generation
• Perform feature engineering and data preparation for analytical models
• Implement and maintain machine learning model deployment and scoring processes in production
• Monitor model performance, assessing degradation and the need for retraining
• Collaborate with data engineering, BI, and data product teams
• Support the evolution of the company’s intelligence platform

Senior Data Scientist

Customer Support

• Manage the day-to-day activities of a client portfolio, analyzing success metrics.
• Review open support tickets to ensure procedures are properly followed and customer satisfaction is maintained.
• Conduct assessments of customer needs.
• Document customer requests and route them to the appropriate department.
• Address questions and manage the customer relationship end to end.
• Resolve conflicts and follow up on processes initiated through customer service.
• Manage customers from onboarding through billing.
• Contribute to process improvements that increase customer NPS.
• Analyze billing, redemption, and other related data.

Mid-Level Customer Service Analyst

Team Leader

• Foster a culture of teamwork, feedback, and one-on-one meetings through mentoring and support for individual development
• Continuously seek improvements and best practices, promoting team training and development
• Manage task workflows and assignments across different teams
• Plan, prepare, and monitor the department’s budget
• Manage squad budgets
• Implement and monitor OKRs and other performance indicators
• Identify and implement agile methodologies within technology teams
• Lead agile ceremonies and frameworks, such as stand-ups, sprints, and retrospectives

Analyst

• Conduct preliminary research and analyze the profiles of strategic clients.
• Structure personalized packages and effective approaches to maximize points redemptions.
• Maintain continuous, strategic communication with priority clients, strengthening relationships.
• Monitor performance metrics and propose strategic adjustments to optimize engagement.
• Coordinate requests and follow up on the resolution of technical issues with the Operations team.
• Manage CRM information, ensuring records are up to date and providing insights for decision-making.

Relationship Analyst, Mid-Level

Communications

• Identify opportunities and stages in the customer journey to design personalized customer engagement programs.
• Plan and structure goal-oriented communication flows, such as onboarding, activation, re-engagement, and retention.
• Develop schedules and send-out logic, including segmentation, timing, channel, and content.
• Prepare comprehensive creative briefs for agencies or internal creative teams.
• Review and approve creative assets, ensuring alignment with campaign objectives, the brand voice, and CRM best practices.
• Execute or oversee sends in marketing automation tools.
• Monitor and analyze metrics such as open rate, CTR, conversion, and churn.
• Prepare reports and presentations with actionable insights and recommendations.
• Propose and implement continuous improvements based on data.
• Serve as a liaison between clients and internal teams, understanding the business, challenges, and goals of each account.
• Facilitate alignment between the brief, execution, and results.
• Track deliverables, follow up, and ensure deadlines and quality standards are met.

Mid-Level Communications Analyst

Client Services Representative

• Provide operational support for loyalty and incentive programs, ensuring operational continuity and quality.
• Process point balance migrations in cases involving account consolidation or participant death.
• Support and answer questions from field agents, sales representatives, concierges, and program participants.
• Validate active partners and products within the programs.
• Analyze canceled orders and refunds, and engage the responsible teams for the necessary follow-up.
• Track invoices related to ongoing campaigns.
• Contact and assist participants in critical or high-friction situations.
• Manage the operational backlog, monitor critical cases, and ensure compliance with established deadlines.
• Monitor and follow up on N2 tickets through resolution.
• Prepare operational reports and management reports.
• Lead operational review meetings, such as WBRs and MBRs.
• Produce and consolidate performance indicators for Loyalty operations and programs.
• Post point credits in the system upon prior approval.
• Develop and track action plans with clients to resolve operational issues.
• Register new sources and configure systems during the implementation of new projects.
• Add, remove, and update products and partners in the catalog.
• Process exception-based credits upon formal approval.
• Activate and register partners in the rewards catalog.
• Support the management and resolution of incidents, requests, and operational issues.
• Analyze orders canceled for security reasons and take the necessary action.
• Drive continuous process improvement.
• Serve as a liaison between clients, internal teams, and strategic partners.

Junior Client Service Analyst

• Provide Level 1 (N1) support for tickets, analyzing, handling, and tracking requests through to resolution.
• Manage and monitor tickets using Zendesk and ServiceNow, ensuring requests are properly recorded, updated, and closed.
• Analyze incidents and requests, identifying causes and impacts, and route tickets to the appropriate teams when necessary.
• Monitor SLAs, deadlines, and service levels, ensuring compliance with the agreements established with the client.
• Track the progress of requests and follow up with the teams involved, ensuring deliverables are completed within the agreed deadlines.
• Identify recurring issues and opportunities to improve customer service processes.
• Prepare, monitor, and present service metrics, including ticket volume, SLA performance, backlog, resolution time, and quality.
• Ensure the quality of ticket records and resolutions, contributing to the continuous improvement of the customer experience.
• Support the identification of operational deviations and propose corrective and preventive actions.
• Participate in follow-up meetings with clients and internal teams, presenting status updates, metrics, areas of concern, and action plans.
• Maintain close communication with the teams involved, ensuring visibility into request status and delivery timelines.

Junior Customer Service Analyst

QA Engineer

• Design, automate, and maintain E2E tests with Cypress, including Page Objects, custom commands, and fixtures.
• Implement BDD scenarios with Cucumber/Gherkin in collaboration with PMs and developers.
• Create and maintain REST/GraphQL API tests to validate status codes, headers, schemas, and authentication.
• Integrate automated tests into CI/CD pipelines using GitHub Actions or GitLab CI.
• Execute functional, regression, and exploratory tests.
• Validate data and business rules through SQL queries.
• Report quality and test coverage metrics.
• Support junior QAs.

Mid-Level QA Analyst

General

• Work closely with B2B clients to understand campaign objectives, mechanics, and results, and bring insights back to the product team.
• Analyze behavioral and performance data for Clube Vibe, including the mission → credit → redemption funnel, activation, repeat engagement, and cohort-based retention.
• Turn analyses into improvement proposals.
• Prioritize roadmap items based on impact, confidence, and effort, supporting decisions with data.
• Design and analyze growth experiments, including A/B tests and incentive mechanics, and document learnings.
• Present results to leadership and clients with a business-oriented perspective.
• Translate client needs into scalable product opportunities, avoiding unsustainable customizations.
• Support clients’ Go-Live cycle from a product perspective by assessing feasibility, performance, and required adjustments.
• Monitor the redemption experience and partner catalog, proposing improvements to offerings and user flows.
• Use AI in daily work for data analysis, information synthesis, and increased efficiency.

Product Coordinator

Full-stack Engineer

• Provide technical leadership to the development team by defining standards, architecture, and technical direction.
• Remain hands-on with the codebase, including implementation, code reviews, and proofs of concept.
• Design and evolve the architecture of high-scale microservices and distributed systems in .NET.
• Make technical decisions regarding persistence (SQL Server and MongoDB), messaging, and integration patterns.
• Define and promote best practices in Clean Code, SOLID, design patterns, and testing strategies.
• Ensure the resilience, performance, and observability of cloud services (Azure and AWS) using Datadog.
• Lead the adoption of AI tools throughout the development workflow, applying governance and critical judgment.
• Mentor and technically develop the team, raising the level of engineering excellence.
• Collaborate with Product, Architecture, and the Team Lead on technical feasibility and delivery prioritization.
• Drive technical trade-off decisions, technical debt management, and the platform evolution roadmap.

Tech Lead

Business Intelligence Developer

• Build, maintain, and enhance dashboards and management reports using data visualization best practices.
• Conduct data queries, analyses, and cross-referencing using SQL.
• Develop analyses to support decision-making across business areas.
• Create, monitor, and validate KPIs and performance indicators.
• Identify trends, variances, opportunities, and risks through data analysis.
• Participate in requirements-gathering activities with business teams to define metrics, indicators, and analytical needs.
• Ensure the quality and consistency of the information provided in reports and dashboards.
• Support data cleansing, transformation, and modeling processes for analytical consumption.
• Document indicators, business rules, data flows, and processes related to BI solutions.
• Collaborate with Data, Technology, and business teams to build analytical solutions.
• Support the identification, investigation, and resolution of inconsistencies in data and indicators.
• Contribute to the advancement of a data-driven culture across the organization.