Location: São Paulo, SP (Hybrid)
We are hiring a Process Specialist - Fraud & CX Prevention to our CX Processes and Quality team in São Paulo!
YOUR IMPACT
- This position will be focused on Risk & Fraud Prevention in the customer journey.
- Map and improve business processes to enhance the customer experience for users, clients, and partners.
- Create clear documentation for CX Prevention agents and Risks teams.
- Analyze data to identify trends, pain points, and opportunities and prepare actionable reports.
- Collaborate with internal teams to solve root-causes and improve customer outcomes.
- Support a culture that values wellbeing and work-life balance.
WHO YOU ARE
- Fluent in Portuguese and English.
- Experience in making processes efficient and optimized; proficient with Excel and/or Google Sheets.
- Knowledge of Lean Six Sigma or similar methodologies is a plus.
- Experience in CX roles or knowledge in customer service operations.
- Interest or experience in fraud prevention, information security, or risk analysis is advantageous.
- Familiarity with CX ticketing systems (e.g., Zendesk) is a plus.
- Eagerness to apply AI concepts to optimize CX processes.
WHAT WE OFFER YOU
- Flexible work options and home office stipend.
- Wellness benefits including health insurance and gym access.
- Flexible schedule and paid time off policies.
- Parental leave and opportunities for career growth.
- A culture of trust, flexibility, and collaboration.
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