Customer Service Associate at Catbird providing support across multiple channels for customer inquiries. Managing both customer care and operational processes in a hybrid role.
About the role
- Analista de Customer Experience creating solutions for positive interactions with customers. Focusing on mapping customer journeys and enhancing satisfaction metrics in an educational context.
Responsibilities
- Ensure a positive and consistent journey for families and school partners.
- Map customer journeys and touchpoints, identifying opportunities and designing solutions that simplify and delight.
- Create and evolve experience blueprints and onboarding, upsell, and cross-sell flows in partnership with Customer Relations, Marketing, and Product teams.
- Translate customer data and feedback into practical actions — from prototypes and wireframes to improvement plans.
- Monitor and improve satisfaction metrics (NPS, CES, and CSAT), consolidating analyses and action plans.
- Ensure visual, verbal, and operational brand consistency across all touchpoints.
- Support campaigns and communications with CX insights, ensuring alignment with the customer's expected experience.
- Work on process improvement projects using Design Thinking and Service Design methodologies.
- Promote and strengthen a customer-centric culture, ensuring alignment between brand, product, and customer service.
- Lead and participate in experience review rituals, ensuring visibility and prioritization of key satisfaction and delight topics.
Requirements
- Degree in Design, Communication, Business Administration, or related fields.
- Experience mapping customer journeys and creating experience blueprints.
- Analysis and management of experience metrics (NPS, CES, CSAT).
- Application of Design Thinking and Service Design methodologies.
- Prototyping flows and wireframes (Figma, Miro or similar tools).
- Storytelling and visual communication with brand consistency.
- Data interpretation and generation of actionable insights.
- Proficiency with collaborative tools (Figma, Miro, Notion, Basecamp, Google Workspace, etc.).
- Strong organization and prioritization skills with attention to detail.
- Empathy and genuine curiosity about people.
- Strong aesthetic sensibility and systems thinking.
- Clear and collaborative communication.
- Ability to combine data, purpose, and design.
Benefits
- Medical insurance
- Dental coverage
- Flexible schedule
- Meal allowance
- Transportation allowance
- Food allowance (groceries)
- Fuel allowance
- Total Pass
- Vittude
- Partnership with SESC
- OnHappye
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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