About Mozper Mozper is a financial education platform designed for kids and teens in Latin America.
It provides a prepaid card and an app that allows parents to give their children an allowance, while also teaching them about financial responsibility.
The platform helps kids learn how to manage money, set savings goals, and make informed spending decisions.
Parents can monitor their children's spending, set limits, and even allocate funds for specific purposes, such as savings or donations.
Mozper aims to promote financial literacy from a young age, making it easier for the next generation to develop healthy financial habits.
Location: São Paulo (Itaim Bibi), Brazil.
Hybrid: 3 days per week in our office.
Job Summary: As a Customer Experience & Logistics Analyst, you will play a dual role in enhancing our customer experience and managing logistics operations.
Working within the Customer Experience/Support team, you will be the first point of contact for our customers via chat, phone and email, providing top-notch support and promptly addressing all platform-related inquiries.
Additionally, you will handle logistics tasks, coordinating with various providers such as card embossers and carriers.
You will oversee the physical cards orders, ensuring timely delivery to end customers and aiming for high delivery and activation rates.
You will also be responsible for monitoring inventory levels and flagging when new orders should be placed.
Key Responsibilities: Customer Experience: Respond to customer inquiries via email, phone, and chat in a timely and professional manner.
Assist customers with account issues, transaction queries, and product information.
Resolve customer complaints and issues with empathy and efficiency.
Collaborate with other departments to ensure customer satisfaction.
Maintain accurate records of customer interactions and feedback.
Provide insights and suggestions to improve customer experience based on feedback.
Logistics: Coordinate with providers such as card embossers and carriers to ensure smooth operations.
Oversee the ordering and inventory management of physical cards, ensuring stock levels are maintained.
Ensure timely and accurate delivery of physical cards to end customers.
Track shipments and resolve any logistics issues with carriers that arise to maintain high delivery and activation rates.
Develop and implement processes to streamline logistics operations.
Qualifications Spanish and/or English language fluency (for internal communications) 2+ years of experience in a customer support role, preferably in the fintech industry.
Experience in logistics, supply chain management, or related fields is a plus.
Excellent communication and interpersonal skills.
Strong problem-solving abilities and a customer-centric mindset.
Ability to multitask and manage time effectively in a fast-paced environment.
Proficiency in Microsoft Office Suite/Google Docs Familiarity with logistics software and tracking systems is an advantage (experience working with Correios, Flash and Loggi is a plus).
Personal Attributes: High level of empathy and patience.
Detail-oriented with strong organizational skills.
Proactive and able to work independently as well as part of a team.
Adaptable and open to learning new skills and technologies.
Strong sense of ownership and accountability.
Benefits Competitive compensation package Fun and energetic work environment Opportunity to work with a product focused on improving the lives of the next generation.
