Customer Experience Analyst I

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!

Responsibilities:

• Handle incoming customer interactions via the 0800 hotline, ensuring active listening, empathy, and occasional support across other channels such as the Central Bank (Bacen), Procon, and Consumidor.GOV;
• Log, analyze, and respond to Ombudsman cases within legal and internal deadlines;
• Investigate cases in collaboration with responsible departments, proposing fair solutions backed by facts and data;
• Identify and report improvement opportunities based on recurring or critical complaints;
• Operate in accordance with the Consumer Protection Code, industry regulations, and internal policies;
• Maintain an ethical, impartial, and respectful approach in all interactions;
• Contribute to a culture of conflict resolution and the appreciation of the customer’s voice.

Requirements

• Currently pursuing or completed higher education;
• Ombudsman Certification;
• Previous experience in customer service, preferably in Ombudsman or regulated channels;
• Strong verbal and written communication skills;
• Knowledge of the Consumer Protection Code (CDC);
• Critical thinking and conflict management skills.

Differentials:

• Experience in a regulated (financial) company;
• Familiarity with regulatory agency protocols (Bacen, Procon, Consumidor.GOV);
• Knowledge of LGPD and compliance best practices;
• Experience with Zendesk.

Benefits

• 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.

Apply now >