Business Analyst
São Paulo, SP, BR / São Paulo, State of São Paulo, BR
Full-time
Visa Sponsorship
About the role
What Are We Looking For?
We’re looking for someone who wants to revolutionize the way we interact with our resellers using AI. You’ll be responsible for leading the continuous improvement of the Support experience at Vendah. Your focus will be on increasing the efficiency of both our AI agents and our human support team.
This role is for someone who’s passionate about technology, customer experience, and wants to apply that to transform the journey of thousands of entrepreneurial women. We’re looking for someone with an analytical mindset, who enjoys tracking KPIs, designing processes, and optimizing operations based on data.
This is an in-person role based in our office in Pinheiros – São Paulo, SP, with easy access to the subway.
Responsibilities
- Evolve and audit our AI agents for Support and Inside Sales, ensuring they deliver a clear, empathetic, and efficient experience aligned with Vendah’s tone.
- Design and optimize support processes, always aiming to scale operations and deliver the best possible experience.
- Update and maintain our knowledge base and conversational flows across all interaction channels.
- Monitor and improve key support KPIs, such as response time, first contact resolution, customer satisfaction, and conversion to sales.
- Collaborate with other teams (Product, Sales, Marketing, Tech) to ensure our AI agents are always up to date with the latest platform changes.
- Oversee the human Support team, ensuring strong performance, alignment with processes, and high-quality customer service.
- Coordinate complex support cases with commercial partners (brands).
