Analista de Customer Experience

At Blueground, our vision is to make people feel at home wherever they choose to live. For us, that means ensuring our guests have the peace of mind, flexibility & confidence they need to explore life’s latest adventure.

We’ve grown a lot since our founding in 2013, having raised more than $258m+ in funding, to date -- and that’s just the beginning. We’re now hosting guests in more than 15,000 homes in 32 cities around the world (and growing!), with an aim to hit 100,000 homes in 100 cities by 2025.

Our vision comes to life through our ways of working. For our 1,000+ member team located across 17 countries, we’ve created a culture of collaboration, inclusiveness, and opportunity.

We believe our people should have the power to choose their preferred way to work. Depending on the role’s requirements, team members can choose to work full time in one of our offices, work fully remote, or choose a hybrid model between the two.

We are driven by our core values. To our team, Time is our most important resource. Excellence isn’t simply a standard, but an exciting way to look at life. We Care deeply about our guests and colleagues. Our relationships are built around Transparency, which builds trust and improves communication.

We are looking for a Customer Experience Analyst based in São Paulo. As a Customer Experience Analyst, you will find solutions to the stickiest, most unique challenges faced by our guests and our team. Your objective is to deliver an outstanding customer experience to clients in Tabas Apartments, solving customers' problems to delight them. You will guarantee agility and quality of service prioritizing customers' satisfaction. Your routine requires intelligent analysis of situations and establishing processes of continuous improvement for the company.

The role is a great opportunity for a hard-working and talented person to gain a real insight into the hospitality industry. If you're someone who possesses sound experience in customer success, team coordination and problem-solving, and you like to interact with internal and external customers across the business, then this role is for you!

WHAT YOU WILL FOCUS ON

• Customers orders tracking;
• Evaluation of services performed by internal and external collaborators;
• Analytical ability to classify and develop strategic information for the areas;
• Be entrepreneurial, not be afraid to get your hands dirty and go beyond to things rolling while helping to build the company;
• Receiving complex inquiries from guests and then deciding the right way to resolve the issues while ensuring an excellent client experience;
• Liaising across functions within the business to identify the origin of customer support issues and improve related processes to enhance customer experience;
• Be process driven and help delivering an outstanding experience for our clients;
• Participate in and help building 24/7 customer support for our clients in Tabas apartments.

THIS ROLE REQUIRES

• Work experience in a customer service position;
• Advanced English
• Great communication skills- both written and verbal;
• Exceptional prioritization and organization skills and the ability to multi-task competing priorities;
• Ability to work on weekends when needed;
• Bachelor’s Degree;
• Problem-solving attitude;
• Drive to get things done;
• Knowledge in Microsoft Office;

OUR BENEFITS

• Meal/Food voucher: Caju card of R$40.00 per day (no payroll discount);
• Transportation voucher based on your route to the office (with 3% discount);
• Health Care Amil - We offer 3 options plans and you can choose which one fits better with your needs (with co-participation);
• Dental Plan Amil (without co-participation);
• Daycare allowance for employees with children up to 5 years old;
• For your Physical Health, we have TotalPass, our gym benefit;
• For your Emotional Health, we have the Moodar platform;
• Partnership with Hyper English (Cultura Inglesa) for an English course;
• Flexible Holidays (from 6 months onwards you are entitled to proportional holidays);
• 25% discount when using Tabas apartments;
• Once a month we have a celebration the Taber's Birthdays;
• Birthday Day Off + gift card paid on the Caju card, to make your day even special;
• Our workplace has a cinema room, spaces for decompression and an equipped kitchen;
• In the condominium we have a Ifood Box, Full Kitchen and Lunch Room.