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Contabilizei, an accounting and financial services platform, is hiring a Senior Fiscal Analyst focused on customer service excellence. You will work within the Customer Service Directorate's Fiscal division, building strong client relationships and establishing operational controls while serving as the voice of the customer throughout their journey.
Your day-to-day responsibilities include:
- Provide fiscal area support by identifying client needs and problems in compliance with business legal requirements, delivering solutions quickly with high customer satisfaction.
- Collaborate across internal teams to resolve issues and present improvement ideas based on customer feedback, identifying root causes and suggesting procedural and system enhancements.
- Manage crisis situations with clients, escalating critical cases appropriately to leadership while protecting brand reputation. Handle internal conflicts involving customer service matters collaboratively.
- Support customers across multiple channels (email, chat, phone, ticketing systems), applying varied customer service methods for different profiles while managing channel priorities and maintaining performance and quality indicators.
- Direct and process escalations to other operational levels and departments, managing client expectations by communicating timelines and status updates until resolution.
- Maintain accurate records in internal and external systems, consolidating data and information from customer interactions.
This is a mid-to-senior individual contributor role with responsibility for complex customer interactions, cross-functional coordination, and process improvement—but does not involve direct people management.
Requirements:
- Bachelor's degree in Accounting, Administration, Law, or related field
- Practical knowledge of Fator R (Brazilian tax factor)
- Broad knowledge of taxes and pro-labore (partner distributions)
- Experience with fiscal notes (Notas Fiscais)
- Strong written and verbal communication skills
- Customer service experience
- Proficiency with ticketing software (Jira, Zendesk, Twilio)
- Microsoft Office proficiency
