ABOUT THE ROLE The operations senior analyst will be managing critical escalated and complex customer inquiries arising from our outsourcing partners. YOU WILL BE RESPONSIBLE FOR: • Customer Support dedicated to VIP clients • Act as the primary point of contact for escalated customer inquiries and complex issues that cannot be resolved by the outsourcing team. • Identify the root cause of customer problems, develop effective solutions, and communicate these resolutions clearly to both customers and the support team. • Managing customer withdrawals in a timely manner; • Analyse and verify KYC documentation in accordance to internal policies and procedures; • Handle and solve issues in relation to missing or failed transactions; • Identify any fraudulent activity in relation to document authenticity or customer transactions; • Ensure that any suspicious cases of Money Laundering are escalated to the AML/ Compliance team; • Be responsible for processing, debiting and crediting of funds according to internal processes; • Provide ongoing support to outsourcing teams to ensure they are equipped to handle standard customer queries effectively and reduce the number of escalated issues. • Customer Interactions: Engage directly with critical customers via various channels (live chat, email, phone) to address their concerns and provide timely updates on unresolved issues. • Analyze trends in escalated issues and collaborate with management to implement process improvements that enhance customer service quality and efficiency. • Documentation: Maintain detailed records of escalated issues, resolutions, and customer interactions for future reference and reporting. • Collaboration: Work closely with cross-functional teams, including operations, Kam, product, Retention, Legal and compliance, to provide reports, insights and recommend improvements based on customer feedback and recurring issues. • Ensure that all customer interactions adhere to company policies, industry regulations, and best practices. OUR SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING: • Exceptional problem-solving and analytical skills, with the ability to think critically under pressure. • Excellent written and verbal communication skills, with a strong focus on customer empathy and respect. • Ability to work independently and collaboratively in a fast-paced, multi-tasking environment. • Proficiency in relevant customer service tools and platforms (Zendesk, Jira, others CRM). • Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) to generate reports, presentation and documentation as need • Advanced-fluent English is a plus Work Schedule • 5x2 (200h per month) o Alternated day off during weekdays o Full weekend every two weeks • 2 agents from 06am to 3pm • 2 agents from 02pm to 11pm • 3 agents from 10pm to 06am • 1 agent from 12pm to 9pm Work Model • For Dayshift: Hybrid between home office and on-site o 2 days per week in the office • For Nightshift: 100% home office. The in-person hours are for work at Vila Leopoldina - SP