Provide customer support through multiple channels, including chat, email, and phone, ensuring prompt, efficient assistance aligned with Hero's tone of voice.
Build and maintain close relationships with customers, ensuring their needs are met and that they have a smooth and positive experience.
Monitor and commit to productivity and CSAT targets, acting strategically to increase customer satisfaction.
Work proactively and in an organized manner, always seeking the best solution for customers and anticipating potential issues.
Support the management of critical situations, ensuring resolutive service focused on the best customer experience.
Maintain an analytical mindset and attention to detail, ensuring each interaction is efficient and adds value for the customer.

Previous experience in customer service/support across multiple channels (especially chat).
Intermediate knowledge of Excel and/or Google tools.
Strong verbal and written communication skills, with the ability to build internal and external relationships.
Proactivity and engagement.
Organization and a steady daily work pace.
Collaboration, curiosity, and a desire for continuous learning.
Focus on productivity, customer satisfaction, and issue resolution.

Not required, but you may stand out if you have:

Prior experience with customer support platforms (e.g., HubSpot, Treble, and others).
Experience working in the fast-paced environment of a startup.
Previous experience serving corporate clients (B2B).

Meal and transportation allowance loaded to a flexible benefits card
Health insurance
Dental insurance
Partnership with SESC
Life insurance
Private pension plan
Day off during your birthday month
WellHub benefits for dependents
Extended maternity/paternity leave
Childcare reimbursement
OnHappy benefit: discounts on travel and accommodation
Great work environment with a leisure area, game room, and a relaxed atmosphere!

Customer Experience Analyst – Junior

Key skills