Customer Solutions Analyst
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Job Description
Customer Solutions Analyst ensuring success for new clients by managing their onboarding experience through strategic support and engagement. Utilizing KPIs to ensure high satisfaction levels.
Responsibilities:
- Being part of our Customer Onboarding team means being the bridge to success for new clients. Your mission will be to ensure an agile, efficient, and delightful ramp-up (activation) experience.
- You will be responsible for managing a portfolio of newly onboarded clients, monitoring strategic KPIs and ensuring high levels of satisfaction.
- The team's focus is to provide the necessary technical and operational support with strong empathy so the client feels their operation is in good hands and can focus on what they do best: selling.
- Strategically manage the portfolio of new clients, ensuring a smooth integration journey.
- Investigate integration failures, analyze logs, and propose quick solutions during onboarding.
- Provide excellent, human-centered support to internal and external clients.
- Closely monitor operational indicators (KPIs) to anticipate bottlenecks.
- Identify process optimization opportunities and propose action plans that add real value to the client's business.
- Assist client developers in understanding our API documentation and resolve technical integration questions.
Requirements:
- Previous experience in the payments industry (required).
- Experience in technical customer support, technical onboarding, or systems integration.
- Goal-oriented, with a focus on quality delivery and agile problem resolution.
- Comfortable reading metrics and able to translate technical terms (such as APIs) for clients.
- Intermediate English will be a plus.
Benefits:
- 💸 Fixed salary
- 💰 Variable compensation package* (PLR, ILP, or Commission - provided according to role eligibility; not an optional/employee choice model)
- 🏥 Health and dental plan with co-payment (except for professionals with disabilities who are exempt from co-payment)
- 🩺 Green Virtual Hospital: telemedicine team available 24/7
- 💊 Medication subsidy
- 🍽️ Meal and/or food allowance - Pluxee* (except for Commercial Executive positions - 6-hour schedules)
- 👶 Childcare assistance (for children up to 5 years and 11 months)
- 💙 Assistance for employees with a child with disabilities
- 🛡️ Life insurance
- ⛽ Fuel allowance or commuting allowance*
- 🏠 Home office allowance* (only for Hybrid or Remote contracts)
- 🎁 Welcome kit for new parents
- 🏢 SESC partnership*
- 📚 Education benefit - Internal self-development platform (Studa and Stone Library)
- 🧠 Acolhe360º - Emotional support (free)
- 💆 Quick massage and clinic services*
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