Customer Support Analyst

About Credix Credix is a FinTech company dedicated to growing businesses in Latin America. Building on our expertise, we now focus on providing a tailored Buy Now, Pay Later (BNPL) solution for B2B transactions in Brazil with our platform, CrediPay. CrediPay is created to help business grow their sales and improve their cashflow efficiency through seamless and risk-free credit offering. Sellers offer their buyers flexible payment terms at an attractive price point and receive upfront payments. We manage and protect our clients from any credit & fraud risk, letting them focus only on what matters: increased sales and profitability. Why choose Credix? Become part of a forward-thinking start-up where boldness and a commitment to excellence are paramount, and your personal and professional development is at the forefront. Work alongside a dedicated team of bright individuals driven by an Olympian mindset to excel in every aspect of our operations. Together, we aim to build with velocity, utilizing innovative embedded finance strategies to expand business operations in Latin America. Experience a close and supportive work atmosphere where collaboration thrives, wise judgment guides our decisions, and you can learn, grow, and take on meaningful responsibilities. About the job We are looking for someone to join the Credix Operations team as an Customer Support Analyst. You love serving clients and providing recommendations on how we can improve efficiency and effectiveness across our organization. You understand the needs of the organization and make changes to streamline operations. Qualifications Fluent in English and Portuguese, both written and verbal. Passionate about the customer journey and willing to embrace a continuous improvement mindset, always seeking ways to optimize processes, improve performance, and innovate. You are open to feedback and willing to experiment with new approaches. Excellent problem-solving skills: you can quickly learn complex systems, break down problems, and develop rigorous and quantitative arguments to inform decision-making. You are proactive and a fast learner. Enthusiastic team player with a strong work ethic, entrepreneurial spirit, and ability to thrive in a fast-paced environment. Strong analytical mindset combined with outstanding interpersonal and communication skills. Responsibilities Spend 90% of your time on daily customer support operations, ensuring a seamless experience for customers by addressing inquiries, resolving issues, and maintaining high service standards. Act as a key user for customer support systems, ensuring smooth operation and effective use of tools and technology. Represent the customer's voice within the organization, collecting and analyzing feedback to identify recurring challenges and improvement opportunities. Dedicate 10% of your time to process improvement, redesigning workflows, and implementing enhancements to improve efficiency, reduce resolution times, and scale operations. Maintain and update the customer knowledge center, ensuring it reflects accurate and up-to-date information based on common inquiries and feedback. Support the Product & Growth teams by structuring and sharing customer insights that inform product development and strategic initiatives. What we offer Collaboration and team spirit thrive best in an in-office environment. Our office provides a vibrant and engaging workspace where team members can connect, innovate, and grow. With access to our offices in Sao Paulo, you'll immerse yourself in a culture of innovation and collaboration. But that's just the beginning - here's what else we offer: A culture of learning and experimentation: where you are encouraged to explore new ideas and technologies Competitive salary package: Your hard work deserves recognition, and we ensure you're well-rewarded for your contributions. Equity stock options plan: Be a part of our journey towards success and share in the rewards. Paid holidays: Enjoy the flexibility to recharge and rejuvenate off-sites: Awesome team building, unforgettable memories, and adventures ensured during our team off-sites.