Customer Success Analyst focusing on revenue expansion strategies at iugu. Responsible for account management and risk mitigation in a B2B environment.
About the role
- Customer Care role at Agicap in Lisbon engaging with Italian clients and enhancing customer satisfaction. Collaborate with teams across Success, Sales, Product and Tech to drive continuous improvement.
Responsibilities
- Monitor and respond to customer requests via online chat
- Qualify and prioritize incoming requests to ensure efficient resolution (around 25 requests per day)
- Support and train a diverse range of users across various use cases
- Ensure seamless communication with the broader Customer Success (CS) team
- Build strong daily relationships with users to turn them into loyal ambassadors, drive upsells, and reduce churn
- Actively contribute to the ongoing improvement of internal processes and organizational efficiency
- Develop and enrich customer-facing content, such as FAQs and support resources
- Collaborate with the Tech and Product teams to provide structured feedback and help drive product enhancements
- Identify and qualify upsell opportunities from chat interactions to support organic growth
- Eventually, coach and train new Customer Care Managers, sharing your expertise and best practices
Requirements
- Fluency in both, Italian & English.
- You enjoy helping clients and ideally have some experience in B2B customer relations.
- You thrive on solving problems in challenging situations and finding solutions when needed.
- You can manage multiple tasks and changing priorities within tight deadlines.
- You are curious and quick to learn.
- You have excellent oral and written communication skills and are eager to communicate with clients.
- You enjoy debating, persuading, and selling.
- You have a team spirit and a desire to share your knowledge.
- You are ambitious and drawn to the startup mentality.
Benefits
- A competitive base salary **+** performance bonus
- A hybrid work set-up: 2 remote days/week
- 25 paid vacation days (+ national holidays)
- Daily lunch allowance + 100 % public transport pass reimbursement
- Private health insurance 100% covered by Agicap
- State-of-the-art work equipment
- A clear career path – 30 % of our Lisbon team was promoted or made a lateral move last year (Hi Margaux, Camilla & Manon!)
- A key moment to join a fast-growing startup and contribute to the creation of our new international hub (opened in April 2023)
- A beautiful , modern office in the heart of Lisbon, right in one of Europe’s top rising tech hubs
- An entrepreneurial, empowering work environment where autonomy meets team spirit – learn fast, take ownership, and grow together as we scale Agicap internationally.
- A fun, energetic team where we celebrate with regular after-work drinks on our rooftop, off-sites (last one: surfing in Caparica), and an annual Global off-site with all Agicapians
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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