Customer Service Agent

About Pagaleve

Pagaleve is an innovative fintech startup specializing in the "Buy Now Pay Later" sector, being one of the pioneers to offer no-interest, installment payments via PIX without requiring credit cards. Our mission is to provide merchants with a new payment method to help boost their sales simply, efficiently, and quickly, while offering consumers the chance to purchase what they want without the burden of high credit card interest.

Key Responsibilities

• Provide customer support to clients and users, ensuring outstanding service experiences in all interactions.
• Collaborate with cross-functional teams to monitor and verify unusual usage patterns of our product.
• Support users and retailers on scheduled shifts from Sunday to Thursday or Tuesday to Saturday (morning/afternoon or afternoon/night shifts).
• Address general inquiries and requests promptly.
• Handle complaints and resolve issues related to product usability.
• Identify, analyze, and resolve problems presented by customers.
• Escalate complex issues to the appropriate departments.
• Analyze service-related occurrences thoroughly.
• Develop and follow up on strategies for problem resolution with clients and users, working to eliminate operational bottlenecks.
• Recommend and implement process improvements in customer service and system corrections.

Required Qualifications

• Experience in B2C customer service; B2B experience is a plus.
• Collaborative mindset, curiosity, ownership mentality, and respect for diversity.
• Strong oral and written communication skills, empathy, patience, and the ability to explain and listen clearly.
• Active listening and resilience.
• Proactive attitude with analytical insight.

Additional Information

• Employment under Brazilian CLT contract model.
• Competitive salary package.
• Health insurance covering 100% of the titular and 75% for the first dependent.
• Dental insurance plan.
• Monthly discount coupons redeemable at stores that accept Pix Parcelado.
• Day off granted on the employee's birthday.
• Meal vouchers and Ifood benefits included.
• Flexible working arrangements with a hybrid model supporting occasional onsite work for those who prefer it.