As a Customer Support and Success Manager, guide craftsmen through digital processes using Craftnote. Engage with customers and enhance their experience with tailored onboarding and support.
About the role
- Junior Customer Success Analyst managing communication channels to enhance customer experience at Rands. Overseeing automated communications, analyzing performance, and ensuring client engagement.
Responsibilities
- Responsible for the management, curation, operation and continuous improvement of customer communication channels, ensuring a smooth customer journey, efficient processes and delivery of a consistent experience aligned with Rands' tone of voice.
- Administer, maintain and evolve the communication channels owned by the CS team.
- Operate and monitor email, SMS and automated communications deliveries.
- Create, test and update chatbot flows and integrations with internal tools.
- Perform performance analyses, prepare reports and monitor channel KPIs based on structured data.
- Work on user experience for websites, the Customer Area and the Consortium Portal.
- Collect, export and deliver evidence of sends to requesting teams.
- Interface with vendors (Dinamize, Droz, Aktie Now, Zenvia).
- Manage ticket creation processes, follow-up and validation of fixes.
- Support complaint handling (Reclame Aqui) and critical incidents.
- Ensure content and communication flows comply with internal and external regulations.
Requirements
- Currently pursuing a bachelor's degree.
- Automation and sending tools: Dinamize, Salesforce Marketing Cloud.
- Support / ticketing tools: Zendesk.
- Chatbot management: Droz (flow creation, integrations).
- SMS management: Zenvia platform.
- Handling spreadsheets and files (CSV, XLSX).
- Reading and interpreting communication reports and KPIs.
- Basic UX knowledge for curating websites and the Customer Area.
- Attention to detail – processes include several critical steps.
- Proactivity – to identify improvements and prevent communication failures.
- Analytical skills – interpret reports, errors and indicators.
- Organization and prioritization – handle multiple channels, requests and incidents.
- Clear and empathetic communication – liaise with various teams while maintaining a standardized tone of voice.
- Problem-solving – important for workflows, technical failures and integrated processes.
- Interpersonal skills – frequent contact with internal teams and vendors.
Benefits
- Meal allowance
- Management bonus
- SSI Health Plan
- On-site Health Center
- Dental plan
- Private pension plan
- Internal career opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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