Experience Management Analyst

Summary

Join dLocal, a global payments company, and become an Experience Management Analyst. You will deeply understand the customer experience, enhancing our value proposition through projects like NPS surveys. Responsibilities include focusing on the voice of the customer, external communications, and maintaining consistent brand voice and tone. This role requires excellent communication skills (English and Spanish), extensive customer experience, and data-driven thinking. Three or more years of experience in customer experience or external communications are needed. dLocal offers a flexible, remote-first culture with travel, health, and learning benefits.

Requirements

• Excellent written and verbal communications skills (both in English and Spanish)
• Extensive experience and passion for customer experience environments
• 3+ years of experience in Customer Experience or External Communications teams
• Data driven mindset

Responsibilities

• Deeply understand the overall customer experience we are providing at dLocal to our customers, such as Amazon, Facebook or Uber, and own projects that enhance our value proposition, like an NPS Survey
• Voice of the customer focal: responsible for ensuring merchant's sentiment is relevant to dLocal departments priorities and planning (Product, Reporting, Marketing)
• External comms focal: implementation of communications to merchants in different channels (e.g.: emails, streamings, in-app messages)
• Voice and tone focal: responsible for guaranteeing the usage of dLocal's voice and tone throughout the Customer Success team, both at the written support ticketing system and live follow-up presentation sessions

Preferred Qualifications

• It is a plus to have experience in CRM management (ideally Intercom)
• Seriously willing to work in a global and agile environment where the sky is the limit (not exaggerating)

Benefits

Flexible, remote-first dynamic culture with travel, health, and learning benefits