Support, Onboarding Analyst
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Job Description
Analista remoto conduzindo onboarding e suporte de clientes em plataforma de viabilidade imobiliária. Aplicando parâmetros urbanísticos e feedbacks para melhorar a experiência e o produto.
Responsibilities:
- Conduct onboarding for new subscribers by leading welcome calls and guiding the execution of real feasibility studies
- Monitor clients during their first week and run checkpoints to ensure correct use of the platform
- Provide customer support via WhatsApp, in-app chat, and scheduled calls
- Identify and triage requests related to platform usage, technical errors, and feasibility questions
- Advise clients on parameters such as setbacks, coefficient of utilization, occupancy rate, buildable area, equivalent area, NBR 12721 and VGV
- Log, organize, and track questions, difficulties, and friction points identified during support interactions
- Escalate bugs and technical issues to the product team, describing problems clearly and with reproducible steps
- Identify signs of decreased usage and potential churn risks
- Prepare reports outlining key friction points and improvement suggestions for the product
- Convert recurring questions into knowledge-base content, including articles and short videos
- Contribute to the continuous improvement of the customer experience and the product based on received feedback
Requirements:
- Degree in Architecture & Urbanism or Civil Engineering
- Knowledge of feasibility studies for vertical real estate developments
- Understanding of occupancy rate, coefficient of utilization (FAR), setbacks, buildable area and equivalent area
- Ability to interpret a Master Plan (Plano Diretor) and Municipal Building Code to identify parameters applicable to a site
- Basic understanding of VGV (Gross Development Value) logic and property swap (permuta)
- Ability to learn new tools and software autonomously
- Strong familiarity with spreadsheets and digital tools
- Familiarity with Revit, SketchUp, Grasshopper or similar software
- Good written and verbal communication skills
- Availability to work remotely on a 20-hour per week schedule
Benefits:
- Work mode: 100% remote
- Schedule: Part-time — 20 hours per week
- Flexible hours, agreed upon in advance with schedule predictability
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