Customer Service Agent
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Job Description
Customer service agent assisting users and clients at Pagaleve, a fintech startup. Responsible for resolving inquiries and enhancing user experience.
Responsibilities:
- As a Customer Service Agent at Pagaleve, you will be responsible for assisting our customers and users, ensuring an excellent experience in every interaction.
- You will work collaboratively with cross-functional teams, playing an important role in identifying atypical behavior in the use of our product.
- Availability: shifts Sunday to Thursday or Tuesday to Saturday (morning/afternoon or afternoon/night) to provide support to users and retailers, assisting with:
- General questions and requests;
- Complaints and resolution of usability issues identified in the product;
- Identifying, analyzing, and resolving reported problems;
- Escalating complex issues to the appropriate teams;
- Analyzing incidents related to the service;
- Developing and monitoring strategies to resolve issues with customers and users, identifying and addressing operational bottlenecks;
- Proposing and implementing process improvements in customer support and system fixes.
Requirements:
- Experience in B2C customer support (B2B experience is a plus);
- Collaborative spirit, curiosity, ownership mentality, and respect for diversity;
- Strong communication skills (oral and written), empathy, ability to explain clearly, and patience when listening;
- Active listening and resilience;
- Proactive approach;
- Analytical mindset.
Benefits:
- Health insurance covering 100% of the employee and 75% for the first dependent;
- Dental plan;
- Monthly discount coupon at stores that accept Pix Parcelado;
- Day off on your birthday;
- Meal/food allowance via iFood Benefícios;
- Flexible work model — hybrid arrangement with space available for those who prefer to work on-site some days of the week.
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