Support Analyst (Fintech)

Support Analyst

Company

VAAS

Conditions

4 hours agoJunior Florianópolis, SC, Brazil Hybrid Full Time Customer Support Jobs by VAAS

VAAS VAAS provides an intelligent risk-management platform for compliance, fraud prevention, and credit decisions. It serves risk teams at fintechs, banks, insurers, industrial companies, and retailers. Distributed Funding Seed ($3.7M) Pre-Seed ($2M) Investors Headline Asia Fuse Capital Honey Island Capital ABSeed Ventures Projects DataHub Data Central de Riscos Risk Assessment Workflow Risk Assessment Mesa de decisão Risk Assessment Inteligência Artificial AI Agent Platform About VAAS VAAS is a risk intelligence platform that helps organizations make secure decisions in seconds across compliance, fraud prevention, and credit. Its product includes configurable workflows, a decision desk, AI risk agents, continuous risk monitoring, and a data hub that integrates risk data sources. The platform supports onboarding and monitoring of people and businesses, real-time fraud detection, and explainable credit policies for teams in fintech, banking, insurance, industry, and retail. View jobs by VAAS

Skills

Api Communication Compliance Crm Csat Customer Support English Fibery Hubspot Json Knowledge Base Log Analysis Problem Solving Rest Risk Management Sla Ticket Management Troubleshooting

About the Role

You will be the first point of contact for customers using the risk management platform, ensuring cordial, professional, clear and fast interactions. You will follow up on tickets from opening to resolution, keeping customers and the internal team updated. You will triage issues, collect logs and technical evidence to diagnose whether the problem is related to configuration, data or the product itself. You will forward complex issues to the DataOps or Product teams with clear, well-documented context. You will support the Support Lead in creating manuals and Knowledge Base articles and optimizing workflows. You will work actively to keep SLA response times and customer satisfaction (CSAT) at high levels.

Requirements

• Degree in progress or completed in Information Systems, Engineering (Production, Computing, Control) or related fields
• Experience with customer service tools and workflows
• Analytical profile oriented to data and problem solving
• Good verbal and written communication skills for interacting with customers and internal teams, with the ability to turn technical concepts into simple explanations
• Enjoy investigating problems and be comfortable with digital tools
• Genuine desire to learn about the risk/compliance market and develop technical and interpersonal skills
• Availability to work on-site in Florianópolis 4 days a week (Saco Grande, SC 401)
• Basic knowledge of APIs (REST/JSON) or log reading is a plus
• Basic to intermediate English with a focus on technical reading is a plus
• Previous experience with HubSpot and/or Fibery in a support or CRM context is a plus

Responsibilities

• Perform first-level (N1) customer support with cordiality, professionalism, clarity and agility
• Follow up tickets from opening to resolution, keeping customers and the team updated
• Triage problems and collect logs and technical evidence to diagnose configuration, data or product issues
• Escalate complex demands to DataOps or Product teams with clear, well-documented context
• Support the Support Lead in creating manuals, Knowledge Base articles and workflow optimizations
• Maintain high SLA response times and customer satisfaction (CSAT) levels

Benefits

• 30 days of paid rest after 1 year
• Caju benefits card (meal and transportation) for hybrid or on-site workers
• Wellhub (formerly Gympass)
• Telemedicina Conexa and Psicologia Viva with 2 monthly nutritionist consultations and 2 monthly psychologist consultations
• Reduced-price general practitioners and specialists via telemedicine
• 15%+ discounts on Dasa lab exams
• 20% to 30% discounts at Pague Menos pharmacies
• Birthday month day off

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