Hybrid Customer Experience Analyst

at Nutrição Sem Fronteiras

• Job title: Customer Experience Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• Analista de Experiência do Cliente at Nutrição Sem Fronteiras. Empowering nutritionists through innovative customer experience strategies in a hybrid work environment.

Responsibilities

• Collect customer feedback at key moments in the customer journey, organizing data to improve the experience.
• Monitor customer satisfaction using tools such as NPS and CSAT, creating reports and proposing improvements.
• Develop personalized actions for high-impact moments in the journey, such as celebrations and loyalty initiatives.
• Identify patterns in recurring issues and propose strategic solutions.
• Participate in meetings with the Customer Success team, contributing to improvements in the customer journey.
• Serve as the first point of contact for simple inquiries and redirect more complex issues.
• Resolve basic technical issues and ensure follow-up on customer requests.
• Identify upsell and cross-sell opportunities and communicate them to the sales team.
• Organize and update records on customer profiles and needs to enable personalized strategies.
• Produce regular reports on interaction volume and the main challenges encountered.
• Participate in training and events (online or in-person) to improve skills and customer relationships.
• Welcome students, ensuring a positive initial experience.
• Conduct the handover between the Commercial and Customer Success teams, ensuring alignment of expectations, objectives, and history.
• Execute onboarding, clearly explaining how the customer's journey will work, its stages, support channels, and next steps.

Requirements

• Experience in customer service or related areas (CX, Customer Success, etc.)
• Knowledge of CRM tools and survey platforms such as NPS or CSAT
• Ability to collect and interpret data to propose strategic improvements
• Clear, empathetic communication and a focus on problem resolution
• Organizational skills to manage multiple demands and document information efficiently
• Availability to work in a hybrid model and attend in-person events when necessary
• Experience with customer journey mapping methodologies

Benefits

• Health insurance
• Home office allowance
• Bonus
• Parking
• Workplace exercise program
• Flexible hours
• Career development plan
• Cafeteria
• Food allowance
• Meal voucher
• Commission
• WellHub
• Nutritional counseling
• Transportation voucher