Insurance Operations Lead overseeing insurance workflows and driving process improvements using emerging technologies. Collaborating with stakeholders to deliver efficient and compliant insurance operations.
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Hybrid Customer Success Analyst, OPS Mid-level – Affirmative Position for Candidates with Disabilities (PWD)
Posted 2 months ago
About the role
- Pillar of client journey at Mercafacil, balancing operational excellence and consultative relationships. Ensure efficient handling of industry demands and training for retail clients.
Responsibilities
- Your mission is to be a cornerstone in our customers’ journey.
- You will be responsible for ensuring that operational requests coming from the industry are handled with agility and accuracy.
- Serve as the point of contact for the success of retail clients.
- Support Queue Management: Manage the support queue (focused on industry and retail), ensuring SLAs are met.
- Data Operations: Receive, analyze and convert spreadsheets and data submitted by industry partners.
- Training and Onboarding: Conduct training and onboarding sessions with retail clients.
- Support and Relationship: Act as the point of contact for client questions.
- Metrics Analysis: Monitor support metrics closely and propose improvements.
Requirements
- Intermediate to advanced knowledge of Google Sheets.
- Proven experience with Zendesk.
- Hands-on, action-oriented approach.
- Resilient and adaptable.
- Clear written and verbal communication skills.
- Analytical and proactive/problem-solving profile.
- Prior experience in Customer Success, Technical Support, or Operations (CS Ops) is a plus.
- Knowledge of the retail sector or the consumer packaged goods (CPG) industry.
- Experience with CS tools (e.g., Sensedata).
- Basic scripting knowledge (Google Apps Script) to automate spreadsheets.
Benefits
- Medical coverage (Sulamérica or Central Nacional Unimed depending on your predominant region) for you and your dependents with no monthly fee, with copayments based on usage.
- Dental coverage (Odontoprev) for you and your dependents with no monthly fee, with copayments based on usage.
- Dasa telemedicine with multiple online care options, no referral required and no copayment.
- "Meu Doutor" program, providing a family doctor for employees and dependents enrolled in the medical plan.
- Pregnancy support program for employees or dependents, contributing to a safer and more comfortable experience during pregnancy, childbirth and postpartum.
- Free flu vaccination for you and your dependents.
- Prevenar 13 vaccine to help protect against 13 types/subtypes of pneumococcal bacteria.
- Life insurance.
- Gympass.
- Extended maternity and paternity leave.
- Flexible benefits via the Caju card | Meal and Food Vouchers (VR/VA).
- Birthday off to celebrate your birthday.
- Day off for moving house.
- Extended wedding/honeymoon leave to enjoy your honeymoon at leisure!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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