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Skydropx is seeking a Customer Support Analyst to join their operations team in Curitiba. This is a full-time, in-office role (CLT contract) based at Aldeia Coworking - Estação.
You will provide consultative, omnichannel customer support across chat, email, tickets, phone calls, and other channels. Your focus will be on deep problem diagnosis, effective resolution, and customer retention and loyalty. You will handle medium and high-complexity issues, escalating to specialist teams when needed, and maintain end-to-end ownership of customer requests with active follow-up and excellent closure.
Key responsibilities include:
- Conducting structured diagnostics to identify root causes and propose assertive solutions
- Managing omnichannel support with emphasis on quality experience and customer value generation
- Resolving medium to high-complexity demands with critical analysis and decision-making capability
- Monitoring and exceeding key performance indicators (CSAT, NPS, SLA, productivity) with continuous improvement focus
- Identifying and contributing structured insights on process, product, and customer journey improvements
- Maintaining complete, organized records of all interactions for traceability and operational intelligence
- Demonstrating proactive ownership, collaborative mindset, and customer-centric orientation
The role operates in an international environment and requires strong analytical capability, excellent verbal and written communication with adaptability across customer profiles, and the ability to manage multiple simultaneous demands while maintaining organization and prioritization.
REQUIREMENTS:
- Proven experience in Customer Success, Customer Experience, or Consultative Support, preferably in technology, logistics, startups, fintechs, or e-commerce
- Omnichannel support and ticket management experience with focus on resolution rather than operational execution
- Strong analytical capability for problem diagnosis and solution proposal
- Excellent verbal and written communication with ability to adapt language for different customer profiles
- Ability to manage multiple simultaneous demands while maintaining organization and prioritization
- Customer experience-oriented mindset with long-term retention focus
- Proactive posture, ownership mentality, critical thinking, and collaborative approach
- Completed or near-completion of higher education (superior)
DIFFERENTIATORS:
- Experience in high-scale environments and/or digital operations
- Familiarity with tools such as Zendesk, Salesforce, HubSpot, or similar CRMs
- Knowledge of customer experience metrics (CSAT, NPS, response and resolution times)
- Post-sale operations, retention, or customer success background
