Responsibilities:

• Build the Customer Care area in Brazil from scratch.
• Capacity to build a mid-term team to ensure sustainable growth.
• Lead and coordinate the customer support team, ensuring timely and empathetic responses to users.
• Monitor performance indicators and metrics (response times, customer satisfaction, quality of interactions) to drive improvements and correct any deviations.
• Monitor and manage Reclame Aqui to track customer feedback and reputation.
• Identify blind spots, uncover improvement opportunities, and collaborate with all departments for a successful implementation
• Promote continuous improvement, fostering a culture of constructive feedback and collaboration with other teams to optimize processes and help articles.
• Lead and oversee key Customer Care processes, ensuring efficiency and alignment with company goals
• Oversee and guide the investigation of complex claims, following up with providers and/or internal teams to ensure effective resolutions.
• Train and motivate the team, identifying training needs and designing professional development plans.
• Escalate and report critical errors to the relevant areas, proposing solutions based on feedback from both the team and users.
• Ensure consistency in the application of company procedures, best practices, and policies, maintaining clear communication among team members.

Must have:

• Highly empathetic and can easily put yourself in customers’ shoes to understand their perspectives.
• Natural leader, skilled at inspiring and guiding a team toward common goals.
• Excellent communicator, curious by nature, and love asking questions to deeply understand problems.
• Speak Portuguese/English, fluently and aren’t afraid to sprinkle in some meme references when appropriate.
• Thrive on collaboration, enjoy suggesting solutions, and offer constructive feedback to improve ideas.
• Super analytical. You know how to analyze feedback, spot patterns, and propose product or process enhancements based on insights.
• Strong computer skills, including Google Suite knowledge.
• Eager learner.
• Understand the nuances of fintech & crypto in order to better understand the user need.
• Organized and detail-oriented, able to juggle multiple tasks in a fast-paced environment.

Nice to have:

• Knowledge of the freelance world.
• Proficiency in English/Spanish.
• Knowledge of SQL and Notion.
• Customer service experience, preferably in finance and technology.

Benefits:

• Work in a disruptive tech startup aiming to expand globally and enable people to live on crypto every day.
• Collaborate with a diverse, multicultural, and open-minded team.
• Competitive compensation in crypto.
• Remote-first.

Our core values:

• Humanity
• Transparency
• Non-conformity
• Vehemence

Mission: We create simple financial products so that people can focus on what truly matters to them.
Vision: To give people worldwide access to the best and simplest financial services, with the goal of creating and preserving value for both current and future generations.