Complaints Officer

About the role

You will investigate customer grievances to ensure fair and timely outcomes while adhering to regulatory standards. This position involves analyzing systemic issues to improve internal processes and collaborating across departments to protect the company reputation.

Key facts

What you'll do

• Analyze customer complaints using internal systems to determine resolutions.
• Perform root cause analysis to identify and fix recurring problems.
• Coordinate with internal departments to collect case information.
• Apply terms of use and customer agreements to resolve disputes.
• Maintain accurate audit trails and records within company systems.
• Draft formal, regulatory-compliant responses for customers.
• Support the Customer Support team by providing guidance on difficult cases.
• Participate in ongoing training to maintain compliance knowledge.

Requirements

• Fluency in both Portuguese and English, written and spoken.
• Prior experience in a Customer Support role.
• Proficiency in Google Workspace, Office Suite, and Confluence.
• Strong attention to detail and organizational capabilities.
• Ability to manage tasks independently and make sound decisions.
• Must be based in or willing to relocate to São Paulo, Brazil.
• Hybrid work model requiring at least 3 days per week in the office.
• Must have existing legal authorization to work in Brazil as visa sponsorship is not provided.

Nice to have

• Background in banking or fintech sectors.
• Familiarity with AML, CTF, Fraud, Chargebacks, Partner RFI, Sanctions, or Quality Assurance.
• Experience with Brazilian regulations including Bacen, Procon, or Reclame Aqui.
• Previous work in an Ouvidoria role or possession of an Ombudsman certification.

Skills & tools

• Ninjas
• Watson
• Zendesk
• Twilio
• Slack

Practical notes

• Interview process: 15-minute recruiter screen, home-task, and final interview.
• Compensation includes RSUs and a self-development budget.
• Health benefits: CarePlus (Master1) health and dental for you and dependents, life insurance, and EAP.
• Time off: 30 days vacation, 3 Me days, 1 volunteer day, plus a 6-week paid sabbatical after 4 years.
• Family support: 8 weeks of paid parental leave after one year and childcare assistance.
• Daily perks: Transportation vouchers, 708 BRL monthly meal voucher, 1,166 BRL monthly food voucher, and TotalPass gym access.