Customer Experience Analyst I

Summary

Join RecargaPay and make a difference in the lives of millions of Brazilians by delivering exceptional mobile payment experiences. As an Ombudsman, you will handle customer interactions via the 0800 hotline, investigate cases, propose solutions, and identify areas for improvement. You will work collaboratively with other departments, ensuring compliance with regulations and internal policies. This role requires strong communication, critical thinking, and conflict resolution skills. RecargaPay offers a dynamic environment, competitive benefits, and the opportunity to grow and make a meaningful impact. The company values collaboration, ownership, and a relentless drive for results. RecargaPay is committed to diversity and inclusion.

Requirements

• Currently pursuing or completed higher education
• Ombudsman Certification
• Previous experience in customer service, preferably in Ombudsman or regulated channels
• Strong verbal and written communication skills
• Knowledge of the Consumer Protection Code (CDC)
• Critical thinking and conflict management skills

Responsibilities

• Handle incoming customer interactions via the 0800 hotline, ensuring active listening, empathy, and occasional support across other channels such as the Central Bank (Bacen), Procon, and Consumidor.GOV
• Log, analyze, and respond to Ombudsman cases within legal and internal deadlines
• Investigate cases in collaboration with responsible departments, proposing fair solutions backed by facts and data
• Identify and report improvement opportunities based on recurring or critical complaints
• Operate in accordance with the Consumer Protection Code, industry regulations, and internal policies
• Maintain an ethical, impartial, and respectful approach in all interactions
• Contribute to a culture of conflict resolution and the appreciation of the customer's voice

Preferred Qualifications

• Experience in a regulated (financial) company
• Familiarity with regulatory agency protocols (Bacen, Procon, Consumidor.GOV)
• Knowledge of LGPD and compliance best practices
• Experience with Zendesk

Benefits

• Health and dental insurance with no co-pay
• Life insurance
• Flexible Meal Benefit – Flash card
• TotalPass (wellness and fitness program)
• Home office allowance – monthly deposit via the RecargaPay app for personal use
• Incentive through education and language learning platforms
• Work from anywhere – your office is wherever you are