Customer Support Analyst – Affirmative Action Position for People with Disabilities (PwD)

Zapay

. Support and delight customers through Zapay’s communication channels, primarily WhatsApp, email, social media, and phone (0800 toll-free line) .

Posted 10/31/2026full-timeSão Paulo • BrazilJuniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates strong customer support capabilities through effective communication and problem-solving skills, utilizing customer support software and metrics to enhance service delivery and drive continuous improvement.

Highest-signal resume keywords

Customer Support ExperienceStrong Verbal And Written Communication SkillsExperience With Customer Support SoftwareAnalytical And Problem-Solving SkillsTime-Management Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportProblem-SolvingData AnalysisContinuous ImprovementSupport Metrics

Soft Skills

Empathetic CommunicationOwnership And AccountabilityOpenness To FeedbackCollaborationCritical Thinking

Tools & Technologies

ZendeskIntercomSalesforceMicrosoft OfficeGoogle Workspace

Industry Keywords

Customer FeedbackCustomer InsightsInternal ProcessesMultitaskingStakeholder Engagement

About the role

Key responsibilities & impact

Support and delight customers through Zapay’s communication channels, primarily WhatsApp, email, social media, and phone (0800 toll-free line)
Provide courteous and empathetic support by answering questions, reviewing internal procedures, routing requests, and offering general assistance
Record and follow up on requests and complaints, seeking fast and effective solutions
Gather customer feedback and insights to support continuous product improvement and report issues
Identify and share opportunities to improve the team’s internal processes
Track product updates and conduct tests to verify situations reported by customers
Represent the customer’s voice within the company and participate in projects that connect customers with the rest of the organization
Plan, execute, and monitor the impact of the team’s deliverables
Participate in decision-making through analysis, data, and critical thinking
Collaborate with other teams by sharing information, learnings, and context
Seek simpler, more efficient, and sustainable ways to solve problems
Contribute to the evolution of the team’s and business’s processes, practices, and results

Requirements

What you’ll need

High school diploma
A completed or ongoing degree in Business Administration, Communications, Marketing, or a related field is desirable
At least 1 year of experience providing customer support by phone and in writing
Strong verbal and written communication skills
Problem-solving and continuous-improvement mindset, with an analytical, data-driven, and results-oriented approach
Time-management skills and a sense of urgency (multitasking)
Empathetic and purposeful communication with the team, stakeholders, and customers
Ability to give and receive feedback
Experience with customer support software such as Zendesk, Intercom, Salesforce, or similar platforms, especially Zendesk
Experience with support metrics such as CSAT, AHT, TPR, SLA, repeat contacts, and FCR
Intermediate proficiency in Microsoft Office / Google Workspace
Strong analytical and problem-solving skills
Ownership and accountability for deliverables
Openness to feedback and continuous learning

Benefits

Comp & perks

Amil medical insurance
Amil dental insurance
Wellhub, formerly Gympass
Telemedicine with online video consultations with doctors available 24 hours a day, 7 days a week
Meal and food allowances, with the option of a food voucher or meal voucher
Birthday day off
Pregnancy support program
Extended parental leave for fathers
Pet leave
Life insurance
Childcare assistance
Dependent benefit for people with disabilities