About the role

  • Monitor the customer journey from activation through ongoing product use;
  • Identify opportunities for account expansion and retention (upsell and cross-sell in partnership with the Sales and Projects teams);
  • Track success metrics (NPS, churn, health score, activation time, etc.);
  • Act as the voice of the customer internally, bringing feedback and insights to improve the product and customer support;
  • Produce reports and analyses on customer performance and satisfaction;
  • Work consultatively to help customers achieve tangible results with the company’s technology.

Requirements

  • Bachelor’s degree (Business Administration, Technology, or related fields);
  • Previous experience in customer service, support, or Customer Success at technology or SaaS companies;
  • Strong verbal and written communication skills;
  • Analytical mindset with the ability to interpret data and propose solutions;
  • Comfortable using CRM and customer management tools;
  • Organized, empathetic, and results-oriented;
  • Experience with CS metrics (NPS, churn, health score);
  • Knowledge of software implementation or project management;
  • Experience in the construction tech (construtech) or SaaS sector.

Benefits

  • Work-from-home allowance;
  • Profit sharing (PLR);
  • Meal voucher;
  • Transportation voucher;
  • Health insurance;

Job title

Customer Service Analyst

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

Bachelor's Degree

Location requirements

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