Customer Experience Analyst
Foxbit is a Brazilian cryptocurrency exchange offering trading, payment solutions, asset tokenization, and crypto-as-a-service products.
Funding history
Investors
Projects
About Foxbit
Foxbit helps Brazilian individuals, institutions, and enterprises access global cryptocurrency markets through local payment infrastructure. Users can trade cryptocurrencies, access OTC services, tokenize assets, and earn staking rewards. The platform operates as a licensed exchange combining regulatory compliance with comprehensive services tailored for the Brazilian market.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will support customers through chat, WhatsApp, email, and social media; resolve requests efficiently; monitor satisfaction and service-quality indicators; map the customer journey; identify improvement opportunities; collaborate with Product, Marketing, and Sales; participate in team meetings; share insights; and improve Customer Experience practices and service processes.
Requirements
- Bachelor's degree
- Previous experience in customer service, support, or Customer Experience
- Knowledge of customer-service CRM tools
- Verbal and written communication skills
- Analytical ability to interpret indicators and generate insights
- Conflict-management skills
- Experience with Business Intelligence tools and data analysis is a plus
- Advanced spreadsheet and presentation skills are a plus
- Experience creating and managing customer-service automation processes is a plus
- Intermediate or advanced English is a plus
Responsibilities
- Provide customer service and support through chat, WhatsApp, email, and social media
- Resolve customer requests efficiently and provide excellent service
- Monitor customer-satisfaction and service-quality indicators
- Map the customer journey and identify continuous-improvement opportunities
- Partner with Product, Marketing, and Sales teams to align expectations and improve customer experience
- Participate in team ceremonies and meetings
- Share insights and propose process improvements
- Contribute to the evolution of Customer Experience practices
Benefits
- SulAmérica health insurance
- SulAmérica dental insurance
- Prudential life insurance
- Swile card with R$ 1,168.64 flexible credit
- Transportation allowance or home-office assistance
- Learning incentive for workshops, courses, and language study after three months
- Payroll-deductible loan after three months
- One day off during the employee's birthday week
- Discounts on trading fees
- R$ 200.00 credit to test the platform
- Paid employee referral program
- Profit-sharing plan
