Customer Operations Lead at Bastion handling partner escalations and optimizing AI - powered support tools. Work involves cross - functional collaboration and building sustainable support processes.
About the role
- Junior Operations Analyst for Gringo & Zapay ensuring operational workflow and incident management. Collaborate with partners while supporting data reporting and updating process documentation.
Responsibilities
- Operational Support: Execute day-to-day processes and interface directly with partners and stakeholders to ensure smooth operation.
- Incident Mitigation: Perform manual or system-based corrections of orders affected by failures, ensuring customers are not negatively impacted by technical issues.
- Performance Reporting: Compile and organize operational data to provide visibility into volumes, bottlenecks, and area performance.
- Process Documentation: Keep operational guides and manuals up to date based on daily executions.
- SLA Monitoring: Track response and execution times to ensure commitments with partners and clients are met.
Requirements
- Education: University students or graduates (degrees in Business Administration, Engineering, Economics, or related fields are a plus).
- Mindset: Passionate about technology, innovation, and, above all, customer experience.
- Communication: Excellent command of Portuguese (spoken and written) to interact with different areas.
- Analytical Profile: Comfortable with numbers and curious to understand the story behind the data.
- Soft Skills: Organized, detail-oriented, and eager to learn in a dynamic environment.
- Collaboration: Able to work effectively in a team and open to receiving regular feedback.
- Agility: Good sense of urgency and resilience to handle rapid changes.
- Not required but a plus:
- Excel/Google Sheets: Intermediate knowledge (basic formulas, pivot tables, and spreadsheet organization).
- Tools: Familiarity with management/CRM tools such as Pipedrive.
- Experience: Previous experience (including internships) in customer service or digital service operations.
Benefits
- Health Insurance (SulAmérica)
- Dental Insurance (Bradesco)
- Wellhub (formerly Gympass) – coverage extendable to up to 3 dependents
- 24/7 Telemedicine – online video consultations available every day of the week
- Waived subscription fee for SEM PARAR – for 1 vehicle on the Tag Imparável plan
- Meal Allowance (VA) or Food Voucher (VR) – you choose the best option:
- VA for supermarket purchases
- VR for use at restaurants for daily meals
- Birthday day off (personal and company)
- Pregnancy support program and extended paternity leave
- Life Insurance
- Childcare Assistance
- Support for dependents with disabilities (PCD)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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