Business Complaints Officer

About the role

You will investigate customer grievances and deliver final resolutions within required timeframes. This position focuses on achieving fair outcomes while managing regulatory compliance across various jurisdictions. You will also provide actionable feedback to internal teams to refine our products and operational processes.

Key facts

What you'll do

• Analyze complex customer complaints and provide formal responses.
• Manage multiple cases simultaneously while meeting strict deadlines.
• Coordinate with stakeholders and service teams to resolve issues.
• Monitor regulatory obligations to ensure company protection against financial and reputational risk.
• Translate customer feedback into improvements for internal workflows.

Requirements

• Proficiency in written and verbal English.
• Ability to work autonomously, prioritize tasks, and solve problems.
• Strong attention to detail and organizational skills.
• Capacity to use data to measure impact and support decision-making.
• Commitment to team goals and proactive collaboration.
• Resumes must be submitted in English to be considered.

Nice to have

• Experience in AML, Fraud, Chargebacks, Partner RFI, Sanctions, or Quality Assurance.
• Knowledge of AML and CTF guidelines and procedures.

Skills & tools

• Google Workspace (Docs, Sheets, Slides, Drive, Calendar, Email)
• Microsoft Office (Word, Excel)
• Confluence

Practical notes

• Benefits include RSUs, flexible working, and an annual self-development budget.
• Health and dental coverage for you and your dependents, plus life insurance and an EAP program.
• Paid time off: 30 days vacation, 3 Me days, and 1 volunteer day per year.
• 8 weeks of paid parental leave after one year, plus childcare assistance.
• Paid 6-week sabbatical after four years of service.
• Financial perks: Transportation vouchers, food vouchers (730 BRL/month), and meal vouchers (1,188 BRL/month).
• Wellness: TotalPass access to 3,500 gyms and studios in Brazil.