Accounting Customer Service Analyst

About the role

We are looking for an Accounting Customer Support Analyst to join the Customer Experience team at Caveo.

Here, your mission will be to provide support, answer questions, and closely monitor the customer journey, ensuring a delightful experience.

We are looking for someone adaptable, flexible, multi-skilled, eager to learn, innovate, and positively transform our customers' experience.

You will be the guardian of the customer journey

In our day-to-day, we value solution-oriented thinkinggenuine empathydelighting at every touchpoint

At Caveo, we live by a culture of respect, collaboration, and a drive to make things happen, always together.

Responsibilities

• Customer relationship management, focusing on preventive actions, handling requests, and improving the overall experience;
• Handling and supporting daily customer requests regarding accounting inquiries
• Interacting with, directing, and monitoring internal teams to address customer requests;
• Ensuring customer follow-up within SLA;
• Freedom to implement continuous improvement projects to contribute to Caveo's scalable growth process;
• Analyzing, proposing, and supporting improvements to processes relevant to customer success with internal teams;
• Reversing cancellations and churn;
• Providing a sensational experience for our customers;
• Managing your respective service indicators: First Response Time, Average Handle Time (AHT), CSAT, Resolution Time, and others.

Requirements and qualifications

• Completed degree in Accounting or related STEM fields;
• Relevant experience in customer support and/or customer success;
• Analytical skills;
• Problem-solving;
• Experience working with targets/KPIs;
• Excellent communication: constant customer contact requires excellent communication skills to facilitate understanding of processes by customers;
• Organization: we need this person to have a high level of organization to ensure that processes are always well-structured and data is properly documented;
• Adaptability: in a rapidly growing business, we need a sense of urgency to execute what is necessary and the ability to quickly adapt to changes;
• Enjoying challenges: joining at the beginning of the business, this person should keep up with growth rhythms and, for that, must love facing different challenges every day;
• Sense of community: at Caveo, we value teamwork and people who enjoy interacting, sharing knowledge, and building big dreams as a group.

Desirable

• Experience with Pipefy;
• Intermediate proficiency in Microsoft Office.

Benefits

• Flexible meal voucher;
• Flexible mobility allowance;
• Health insurance;
• Gympass and Totalpass;
• Platform for personal and professional development courses;
• Discounts with partners;
• Starbem (health platform);
• Zen App (mental health platform);
• iFood Club;
• Birthday day off.

Additional information

• Contract type: B2B (PJ)
• Hybrid model: 4 days in-office and 1 day remote
• Work location: Vila Olímpia, São Paulo/SP