Customer Experience Analyst I

Role Summary

The Special Cases Analyst is the professional dedicated to the management and operation of RecargaPay's main reputation and regulatory channels — ReclameAQUI, Consumidor.gov.br, PROCON, among others. Integrated into the Customer Experience team, the professional ensures the quality, agility and consistency of responses, contributing to protecting the company's institutional image and transforming negative experiences into opportunities to reconnect with the customer.

Responsibilities

• Monitor and respond daily to manifestations received in special channels, ensuring compliance with the SLA, the quality of responses and adherence to RecargaPay's institutional tone.
• Register and categorize manifestations by type, cause and product, maintaining a structured history to support trend analysis and decision making.
• Make active contact with customers by telephone, when necessary, to speed up the resolution of complex cases or cases with potential reputational impact in special channels.
• Escalate complex or highly sensitive cases to the N2 CX team and, when applicable, to the Product squads responsible for the root cause.
• Monitor the resolution status of escalated cases and ensure feedback to the customer within the established deadline.
• Contribute to the continuous improvement of the operation, proposing adjustments to texts, processes or flows based on recurring patterns identified in the channels.
• Ensure RecargaPay's reputation in service channels, maintaining operational indicators within the goals established by leadership.

Requirements

• Solid experience in relationship management in critical channels — having already worked at ReclameAQUI is mandatory. Preferred: experience in fintech, Payment Institution or digital bank.
• Clear, empathetic and contextualized written communication, with the ability to adapt the tone to the client's profile without compromising objectivity and institutional positioning.
• Completed higher education course or currently studying.
• Logical-analytical reasoning applied to screening, prioritization and referral of cases.
• Openness to work in an environment with automation and artificial intelligence as operational support, with a willingness to incorporate new tools and flows assisted by technology.
• Familiarity with service and ticket management tools — such as HugMe, Zendesk, MOL, among others. Results orientation: monitors performance indicators, identifies deviations and proactively adopts corrective actions.

SKILLS

Empathy with the client: demonstrates the ability to understand the client's perspective and use this understanding to construct responses that promote reconnection, and not just the formal closure of the case.

Resoluteness: oriented towards the effective solution of each case, not limited to registration or escalation — seeking to close the problem with quality, within the deadline and focusing on the impact for the client. Attention to detail: carefully reviews each response before publication, ensuring accuracy, adherence to institutional tone and compliance with channel guidelines.

• Transversal communication: clearly and precisely articulates the context of the statements to internal teams — Product, N2 and other areas — without distorting information.
• Operational resilience: maintains constant quality and productivity standards, including in periods of high volume of demonstrations or greater operational pressure.
• Power of persuasion: conducts challenging interactions with dissatisfied customers in an assertive and respectful manner, seeking to convert complaints into positive experiences without compromising institutional positioning.
• Ownership: manages your own agenda autonomously, prioritizes demands without the need for continuous supervision and assumes full responsibility for the results of the channels under your management.
• Brand defense: represents RecargaPay with consistency and professionalism in public channels, preserving the institutional image and reputation — even in the face of criticism or situations of reputational pressure.
• Continuous learning: demonstrates genuine interest in deepening knowledge about RecargaPay products and processes, with the aim of progressively increasing the quality and accuracy of responses.

Benefits

• Competitive and market-aligned salary.
• Remote work — wherever you are, you’re part of the team!
• Home office allowance through a monthly deposit in the RecargaPay app.
• Health and dental plans with no co-pay.
• Life insurance.
• Flexible meal allowance (via Flash).
• TotalPass membership to take care of your health.

Diversity & Inclusion at RecargaPay

At RecargaPay , you’ll have the freedom to be who you are because we believe that diverse perspectives and experiences make us more creative and stronger. Here, everyone is welcome to express themselves authentically. We value the richness of each journey and the multiple ways of seeing the world, without distinctions of gender, race, sexual orientation, age, religion, or any other characteristic that makes us unique.

About the Use of Your Data

By sharing your resume with us, you authorize the use of your data for analysis during the selection process and possibly for other opportunities within the RecargaPay group. You can request the update or deletion of your information at any time, in accordance with LGPD (General Data Protection Law).