Customer Experience Analyst III
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Job Description
Customer Experience Analyst III criando agentes de IA e automações para o ecossistema brasileiro de pagamentos digitais da RecargaPay. Otimizando autosserviço, atendimento humano e processos multicanal.
Responsibilities:
- Build AI agents and automation solutions for customer support processes, including the help center, bots, fallback flows, and escalation to human support.
- Break down customer support processes into end-to-end executable logic, ensuring process consistency and quality across support channels.
- Measure the impact of each new solution on team metrics and business success indicators.
- Collaborate with Product, Tech, and Operations teams to ensure successful product strategy execution and a high-quality customer experience.
- Document and keep processes, AI agents, and automation solutions up to date.
Requirements:
- Demonstrated fluency with automation and AI tools, including building autonomous agents, as part of the daily workflow to accelerate analysis and changes to solutions and processes.
- AI-native mindset: strong technical expertise in prompt engineering, agent architecture, and automated workflows. Automation-first mindset: actively seeks to improve manual work through intelligent workflows.
- Translate findings and data analyses into tangible, high-impact decisions for self-service and human-support solutions and processes.
- Proficiency in SQL and tools such as Claude, n8n, Databricks, Zendesk, or similar platforms.
- Ability to quickly learn a new domain and translate that knowledge into practical solutions.
- Strong logical and sequential thinking, with the ability to map cause-and-effect relationships.
- Autonomy and seniority to propose and implement solutions without constant supervision.
- Ability to present and defend solution and process decisions to stakeholders.
- Comfortable working in interdisciplinary, fast-paced environments.
- Preferred: prior experience in customer experience.
Benefits:
- Competitive, market-aligned salary.
- Remote work — wherever you are, you are part of the team!
- Home office allowance deposited monthly through the RecargaPay app.
- Health and dental insurance with no copay.
- Life insurance.
- Flexible meal allowance via Flash.
- TotalPass membership to support your health and well-being.
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