Customer Happiness Associate - Key Accounts/ Premium (Analista de Experiência do Cliente - Contas Premium) – São Paulo/ SP (Hybrid)
Core
High-touch support for Key Accounts and premium B2B customers, managing complex requests and ensuring excellent experiences across multiple channels.
Role type
Senior Customer Happiness Associate (Key Accounts)
Builds
Customer trust and long-term relationships for strategic enterprise clients
Domain
Fintech / B2B Payments
Deliverable
client delivery
Required skills
Multi-channel support (email, chat, WhatsApp, phone), SLA management, complex issue resolution, cross-functional coordination, proactive communication, relationship building, process improvement identification, prioritization under pressure
Preferred skills
Fintech/SaaS experience, high-value portfolio management, AI tool usage, data analysis (SQL/spreadsheets), metrics tracking (SLA, CSAT, FCR)
Technologies
Zendesk, HubSpot, Google Drive, Office tools
Responsibilities
Handle and resolve customer inquiries across multiple channels; Provide high-touch support to Key Accounts and premium B2B customers; Manage requests according to established SLAs and priority levels; Investigate complex issues and document findings; Take ownership of customer cases from initial contact through resolution; Proactively reach out to customers for updates and solutions; Manage critical or escalated situations; Identify recurring issues and opportunities to improve processes; Collaborate with Product, Engineering, and Operations teams
Seniority
Mid-level, hands-on IC