Business Operations Associate

Business Operations AssociateSão Paulo, BrazilAbout Divibank:At Divibank, we are developing the leading platform for online businesses in Latin America, combiningpayment solutions and access to capital. With our payment orchestration solution, we integrate multiplepayment methods to our subacquirer, helping businesses increase transaction approvals and improvetheir sales by up to 22%, reduce costs and drive sustainable growth. Our mission is to be the go-topartner for companies looking to expand efficiently, offering technology and personalized support in anall-in-one platform.This is a PJ hybrid position requiring 3 days a week in our office on Av Brigadeiro Faria Lima 1912.About the role and team:We are looking for a Business Operations Associate to join our dynamic team.You will have the opportunity to drive the success of businesses in Brazil and play a critical role inensuring smooth operational processes, providing exceptional customer support, and fostering strongrelationships with our clients. The ideal candidate is detail-oriented, customer-focused, and driven byproblem-solving. Our operations and customer success teams are the tip of the spear of our business,with agile thinking and excellent communication to drive positive change for our customers.Responsibilities:Manage the processes of proposal generation, KYC (Know Your Customer), and clientonboarding, ensuring agility and clear communication with all relevant teams.Act as the main point of contact for customers, ensuring an efficient onboarding process,addressing inquiries, resolving issues, and ensuring a positive customer experience.Oversee customer support operations using CX tools to triage, prioritize, and resolve ticketsquickly, delivering an exceptional customer experience that conveys trust and reliability.Monitor transaction data and chargebacks, quickly identifying fraud risks and implementingcorrective actions.Handle chargeback response cases, supporting clients to timely respond with the necessaryinformation.Work together with our Treasury to ensure client settlements are working according to plan.Run credit card receivable assignment operations, either for discounting or for collectionpurposes.Ensure compliance with regulatory requirements and internal policies related to paymentoperations.Map and review operational workflows and data to identify gaps and propose improvements,whether through process adjustments, the implementation of third-party tools, or developmentsuggestions for internal product and tech teams.Collaborate with technology and product teams to troubleshoot and resolve operational issues ina timely manner.Proactively engage with customers to understand their needs and ensure their satisfaction withour services.Work closely with the sales and product teams to align customer success initiatives to optimizecustomer journeyTrack and report customer success metrics, including satisfaction rates, retention, and churn.What qualifications we need:2+ years of experience in operations, customer success, or a related role, preferably within thefintech, payments or consulting industries.Bachelor's degree (completed or in progress) in relevant fields (Business Administration,Engineering, etc.).Strong analytical skills with the ability to interpret data and make informed decisions.Exceptional communication and interpersonal skills, with a customer-first mindset.Proficiency in using customer relationship management (CRM) and operations tools.Ability to multitask, prioritize, and thrive in a fast-paced environment.Strong sense of ownership and business orientationPositive, willing to get hands dirty and proactive attitudeStrong problem-solving skills and ability to prioritize in ambiguous situationsWorking proficiency and communication skills in English (verbal and written)Nice to haves:Experience in Fintech or online Payments industryBasic understanding of APIs or technical architecture to collaborate effectively with engineersKnowledge of analytics tools such as Google Analytics, Mixpanel, Amplitude or Looker.Personal attitudes we look for:You get sh*t doneYou do whatever it takes to get things moving and completedYou have an ownership mentality, are energetic, and bring the best out of othersYou communicate clearly and conciselyYou can adapt and explain complex subjects to different audiencesEveryone understands what your priorities and objectives areYou organize and break down complex problems into simple tasksYou can think structurally and identify bottlenecksYou balance and align your short and long-term priorities with Divibank's goalsYou are curious and have a growth mindsetYou are always learning and growing (even outside of work)You take risks, learn from failures quickly and apply lessons learnedYou are quietly confident and openly humbleYou are confident in your abilities, and are not afraid to step up when neededYou respect the backgrounds, experiences, and ways of thinking of othersKey Benefits:Amil Health and dental insurancesCompetitive salaryChance of earning equity at DivibankFlexible paid vacationTotalpassDivibank is an equal opportunity employer. At Divibank we make all employment decisions, which includehiring, promoting, transferring, demoting, evaluating, compensating and separating, without regard to sex,sexual orientation, gender identity, race, color, religion, age, national origin, pregnancy, citizenship, disability,service in the uniform services, or any other classification protected by federal, state or local law