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RecargaPay is seeking a Customer Experience Analyst I to serve as the final escalation point for customer complaints and concerns. You will handle sensitive customer manifestations through regulated ombudsman channels (0800 hotline, email, RDR, Procon, Consumidor.gov.br, and external regulated channels), investigating each case to root cause and delivering clear, conclusive, and well-founded responses.
In this role, you own your case portfolio with growing autonomy and leadership support. You will investigate complaints using internal systems, knowledge bases, contracts, terms and conditions, and available evidence. You'll craft personalized, complete responses tailored to the communication channel and case complexity, manage your own case queue to meet SLAs and regulatory deadlines, and identify high-risk cases involving regulatory, legal, or reputational exposure for appropriate escalation.
You will collaborate cross-functionally with internal teams to resolve cases requiring specialized analysis, document all analyses, evidence, decisions, and actions in company systems for full traceability, and identify patterns and process failures to suggest improvements and support initiatives to reduce recurring complaints and improve operational efficiency. You will leverage Generative AI to support case analysis, information synthesis, research, and response drafting and review.
In your first 90 days, you will complete one week of training on products, contracts, terms, procedures, regulated channels, deadlines, and escalation flows. You will then ramp productivity from 7 cases/day in week 2 to 21 cases/day by week 6, with quality maintained throughout. By day 90, you will operate autonomously within your assigned channels, manage your portfolio independently, and contribute formal process improvements backed by data.
REQUIREMENTS:
- Prior experience in critical channels (ombudsman, regulated channels, or reputation channels)
- Ombudsman certification, preferably from Febraban or recognized institutions
- Strong written and verbal communication with ability to produce clear, conclusive, well-founded responses
- Completed or in-progress university degree
- Analytical and investigative mindset with ability to handle complex cases and multiple simultaneous priorities
- Curiosity and openness to technology, including Generative AI for enhancing analysis quality and productivity
KEY COMPETENCIES:
- Investigative capability: reconstructs case history, cross-references evidence, identifies root cause with growing autonomy
- Sense of urgency and deadline management: prioritizes portfolio by risk and deadline without sacrificing quality
- Written communication: drafts clear, empathetic, well-founded responses appropriate to channel and customer profile
- Risk awareness: recognizes regulatory, legal, and reputational exposure and escalates appropriately
- Ownership: assumes responsibility for portfolio and results with growing autonomy
- Cross-functional collaboration: works across teams to unblock solutions while maintaining context
- Systemic thinking: identifies patterns and process failures, transforms complaints into improvement opportunities
- Technology curiosity: seeks new tools to continuously improve analysis and solution quality
