Analista de Suporte e Sucesso do Cliente
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Job Description
Customer Success Analyst supporting entrepreneurs at 4blue. Resolving customer queries, enhancing customer retention, and guiding with data analysis in a fully remote environment.
Responsibilities:
- Resolver dúvidas de acesso, planilhas e do nosso produto de IA (Team4You).
- Atuar na linha de frente para evitar cancelamentos (Churn), negociar reversões e identificar a causa raiz dos problemas.
- Levar feedbacks dos clientes diretamente para o time de Desenvolvimento e Produto.
- Acompanhar o usuário para garantir que ele tenha resultados concretos, e não apenas use a ferramenta.
- Identificar padrões de comportamento e pontos de abandono para propor melhorias junto à Diretoria de Produtos.
Requirements:
- Experiência comprovada em **Suporte Técnico, Customer Success (CS)** ou Atendimento.
- Vivência com **retenção de clientes e reversão de churn**.
- Conhecimento em ferramentas de CRM/Helpdesk (Ex: Zendesk, Intercom, HubSpot, Letalk).
- Excel/Google Sheets intermediário (saber manipular planilhas é fundamental).
- Perfil executor: ágil, adaptável a mudanças e com ótima comunicação.
- **Diferenciais que brilham os olhos:**
- Conhecimento em **Inteligência Artificial** (construção de prompts e agentes).
- Experiência em empresas SaaS ou de Tecnologia.
- Noções de análise de dados (Google Analytics, Dashboards).
- Formação (concluída ou em andamento) em ADM, Marketing, Comunicação ou áreas afins.
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