Customer Engagement Analyst

TL;DR

Customer Engagement Analyst: Managing customer feedback across various platforms and participating in internal escalation processes with an accent on trend analysis and customer engagement strategy. Focus on collaborating with internal teams to enhance customer support and maintain a customer-first culture.

Company

hirify.global is a global tech and entertainment company committed to delivering thrilling, technology-driven, sports betting and gaming experiences to millions of customers worldwide.

What you will do

• Manage and respond to customer feedback across Reclame Aqui, Procon, and social media channels (SoMe).
• Participate in internal escalation processes (Tier 2) to resolve more complex customer issues.
• Analyze customer feedback trends and generate insightful reports to identify key issues and opportunities.
• Collaborate with internal teams to improve customer support strategies and resolve customer concerns.
• Help maintain hirify.global's reputation by addressing issues proactively and ensuring top-notch customer service.
• Contribute to a customer-first culture and collaborate on initiatives that elevate customer experience across the company.

Requirements

• Entry-level position, though candidates with some experience in customer service processes, particularly in digital support, are highly encouraged to apply.
• A communications background is ideal, whether in customer service, support operations, or similar fields. Strong communication skills are essential.
• Intermediate English level is required for this role.
• A passion for growth. This is your chance to join an international company where your career can take off!
• Experience with customer service tools (Zendesk, CRM systems) is a plus.
• Some experience in digital support and customer service processes is desirable.
• Versatility and a proactive, detail-oriented, and customer-focused mindset are key for this role.