Digital Channels Analyst – Mid-level

Role Overview

• Provide support via chat, WhatsApp and email (phone used as a complementary channel);
• Act with a consultative approach, aiming to resolve issues on first contact whenever possible;
• Adapt communication according to customer profile and the case's level of criticality;
• Operate as a digital concierge, ensuring end-to-end follow-up when necessary;
• Ticket management;
• Log, classify and track tickets using Zendesk;
• Prioritize requests according to SLA and criticality;
• Ensure clarity in communications and traceability of interactions;
• Participate in knowledge-sharing sessions, monitoring, calibrations and training;
• Support the standardization of messaging and customer service best practices;
• Identify opportunities to improve the customer journey;
• Interact with internal teams to unblock requests;
• Support workshops and client meetings when applicable;
• Deepen knowledge of the supported programs (e.g., Mundo Agro), becoming an operational reference.

Requirements

• Experience in digital support, customer service or CX operations;
• Familiarity with handling multiple channels simultaneously;
• Experience with ticketing tools (Zendesk preferred);
• Strong written communication skills;
• Organization and ability to manage priorities;
• Basic analytical skills to read scenarios and identify deviations;
• University studies in progress or completed preferred;
• Sense of ownership;
• Empathy with a solution focus;
• Proactivity;
• Operational discipline;
• Team collaboration;
• Adaptability to dynamic environments;

Benefits

• Flex Office – 2 days remote work and 3 days on-site.
• Birthday day off – Your special day, the way you prefer!
• Flexible hours – More autonomy to organize your schedule.
• Health and dental plan with SulAmérica.
• Life insurance with SulAmérica.
• Psychological support – Access to a platform with therapists.
• On-site massage – A moment of relaxation during your day.
• Relaxation room – To recharge your energy.
• Total Pass – Access to gyms and physical activities.
• Flexible meal or food allowance – R$ 41.91 per day.
• Childcare assistance – For children up to 5 years old.
• Commuter voucher, parking or company shuttle – Mobility options available.
• QultureRocks – Performance management and development platform.
• Education assistance – After 12 months with the company, we invest in your learning.
• Inspiring and disruptive culture – A dynamic, collaborative and innovative environment.
• Newborn kit – A special gift for new parents.
• Internal events and engagement activities – Team gatherings and informal moments.
• Exclusive benefits on special dates – Because every special moment deserves celebration!