Sr. CX Help Design Analyst at RecargaPay

, , Brazil -

Full Time

Start Date

Immediate

Expiry Date

02 Feb, 26

Salary

0.0

Posted On

04 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Knowledge Management, Technical Writing, Collaboration, Operational Efficiency, Process Improvement, Communication, Problem Solving, Proactivity, Organization, Results-Oriented Mindset, Clarity, Structure, Logic, Service Flows, Support Solutions

Industry

Financial Services

Description

Come make an impact on millions of Brazilians! Want to make a real difference in the lives of millions? At RecargaPay, we build accessible and innovative financial solutions that transform the way people interact with money. Join us on this journey of impact and innovation, connecting people with opportunities that truly improve their everyday lives. Our purpose is to deliver the best mobile payment experience for Brazilians, solving real problems with smart solutions like Pix Parcelado, always staying ahead of trends and focused on our customers’ needs. Here, we value collaboration, ownership, and a relentless drive for results—delivering excellence in every interaction. If you're looking to be part of a dynamic environment that challenges the status quo and puts people at the heart of every decision, RecargaPay is the perfect place for you to grow, co-create, and make a meaningful impact! The CX Help Design Analyst is responsible for transforming product changes, launches, and updates into clear and actionable solutions for both customers and support teams. They are involved in building support flows, managing the knowledge base, and ensuring effective communication with operations — guaranteeing that customers understand what to do and that the support team knows how to act, with clarity, consistency, and a focus on resolution.Responsibilities: Create and maintain support solutions for product launches, operational adjustments, and product changes; Update content in the Help Center (internal and external) with clarity, consistency, and applicability; Prepare clear and instructive operational communications for customer support teams; Validate support coverage before releases, including instructions, exceptions, and anticipated questions; Map and correct support workflows with recurring errors, exceptions, or points of confusion; Collaborate closely with Product, Legal, Customer Support, and other areas involved in service delivery. Expected Deliverables per Sprint: Clear support solutions aligned with the latest updates and changes; Updates or creation of content in the knowledge base; Operational communications with practical, unambiguous instructions; Validation of support coverage during product go-lives; Targeted diagnostics of poorly structured workflows and corresponding correction proposals. Indicators of Your Success Customer Experience: Reduction in recontacts within revised flows; Decrease in perceived effort on prioritized topics; Increase in usage and resolution rate of the Help Center; Positive feedback on response clarity in CSAT/NPS surveys. Operational Efficiency: Reduction in operational questions after communications; High support coverage before releases; Consistent updates to the knowledge base; Engagement of the operations team with the materials produced. Execution Quality: Clarity, structure, and logic in deliverables; Active participation in team rituals and interactions; Ability to propose improvements in weak or poorly defined flows. What You’ll Find Here: A team committed to delivering a clear, efficient, and purpose-driven customer experience; An environment open to proposing improvements and practical solutions; Interaction with multiple areas (Product, Legal, Customer Support, CX Strategy); A leader who values organization, clarity, and active listening. Clarity in written communication and structured reasoning; Ability to understand service flows and translate them into applicable solutions; Organization, proactivity, and responsibility for deadlines and consistency; Strong ability to collaborate with multiple teams; Results-oriented mindset. Nice to have: Previous experience in customer service, knowledge management, process, or continuous improvement areas; Familiarity with tools such as Notion, Zendesk Guide, internal GPTs, or Looker; Skill in technical writing and use of plain language. 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. Diversity & Inclusion Diversity is part of our DNA, and we are constantly striving for greater representation and progress. We believe our employees should be true to themselves, and that's what makes them unique in their roles—regardless of gender, religion, disability, LGBTQI+ identity, ethnicity, generation, or diverse experiences. We're looking for authentic, free individuals to co-create a more inclusive and innovative company and society. Does that resonate with you? Use of Your Data By submitting a résumé with personal and professional information to participate in RecargaPay’s recruitment and selection process, the candidate acknowledges that their data will be used for necessary analysis and validation throughout the recruitment process and for potential hiring. The candidate also authorizes RecargaPay to share their résumé data with other companies within the RecargaPay group should opportunities aligned with their profile arise. In compliance with Law 13.709/18 – the Brazilian General Data Protection Law (LGPD), candidates may request the update, correction, or modification of their information during the recruitment and selection process or request that their data not be used, in accordance with applicable legal terms.

Responsibilities

The CX Help Design Analyst is responsible for transforming product changes, launches, and updates into clear and actionable solutions for both customers and support teams. They create and maintain support solutions, manage the knowledge base, and ensure effective communication with operations.