Customer Experience

Há 7 dias

São Paulo, São Paulo, Brasil Mozper Tempo inteiro

About Mozper: Mozper is a debit card and app designed for kids and parents in Latin America. Parents can give their kids an allowance and set spending rules so they don't blow it all on video games. Parents can also assign chores, and track savings goals. In this way, children get a hands-on, real-world financial education appropriate for the digital era.

Location : São Paulo (Itaim Bibi), Brazil. Hybrid: 2 days per week in our office.

Job Summary: As a Customer Support & Logistics Coordinator, you will play a dual role in enhancing our customer experience and managing logistics operations. Working within the Customer Experience/Support team, you will be the first point of contact for our customers via chat, phone and email, providing top-notch support and promptly addressing all platform-related inquiries. Additionally, you will handle logistics tasks, coordinating with various providers such as card embossers and carriers. You will oversee the physical cards orders, ensuring timely delivery to end customers and aiming for high delivery and activation rates. You will also be responsible for monitoring inventory levels and flagging when new orders should be placed.

Key Responsibilities:

1.Customer Support:

  • Respond to customer inquiries via email, phone, and chat in a timely and professional manner.
  • Assist customers with account issues, transaction queries, and product information.
  • Resolve customer complaints and issues with empathy and efficiency.
  • Collaborate with other departments to ensure customer satisfaction.
  • Maintain accurate records of customer interactions and feedback.
  • Provide insights and suggestions to improve customer experience based on feedback.

2.Logistics Coordination:

  • Coordinate with providers such as card embossers and carriers to ensure smooth operations.
  • Oversee the ordering and inventory management of physical cards, ensuring stock levels are maintained.
  • Ensure timely and accurate delivery of physical cards to end customers.
  • Track shipments and resolve any logistics issues with carriers that arise to maintain high delivery and activation rates.
  • Develop and implement processes to streamline logistics operations.

Qualifications:

  • Spanish and/or English language fluency (for internal communications)
  • 2+ years of experience in a customer support role (experience with Intercom is a plus), preferably in the fintech industry.
  • Experience in logistics, supply chain management, or related fields is a plus.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities and a customer-centric mindset.
  • Ability to multitask and manage time effectively in a fast-paced environment.
  • Proficiency in Microsoft Office Suite/Google Docs
  • Familiarity with logistics software and tracking systems is an advantage (experience working with Correios, Flash and Loggi is a plus).

Personal Attributes:

  • High level of empathy and patience.
  • Detail-oriented with strong organizational skills.
  • Proactive and able to work independently as well as part of a team.
  • Adaptable and open to learning new skills and technologies.
  • Strong sense of ownership and accountability.

Benefits:

  • Competitive compensation package
  • Fun and energetic work environment
  • Opportunity to work with a product focused on improving the lives of the next generation.

Please refrain from contacting the CEO (Gabriel Roizner) directly, as he is not overseeing the process. Our CX Manager is in charge, and the candidate will be reporting to her.

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