About Divibank:

At Divibank, we are developing the leading platform for online businesses in Latin America, combining payment solutions and access to capital. With our payment orchestration solution, we integrate multiple payment methods, helping businesses reduce costs, increase transaction approvals, and drive sustainable growth. Our mission is to be the go-to partner for companies looking to expand efficiently, offering technology and personalized support in an all-in-one platform.

This is a PJ hybrid position requiring 3 days a week in our office on Av Brigadeiro Faria Lima 1912.

About the role and team:

We are looking for an Operations and Customer Success Analyst to join our dynamic team. You will have the opportunity to drive the success of businesses in Brazil and play a critical role in ensuring smooth operational processes, providing exceptional customer support, and fostering strong relationships with our clients. The ideal candidate is detail-oriented, customer-focused, and driven by problem-solving. Our operations and customer success teams are the tip of the spear of our business, with agile thinking and excellent communication to drive positive change for our customers.

Responsibilities:

• Manage the processes of proposal generation, KYC (Know Your Customer), and client onboarding, ensuring agility and clear communication with all relevant teams.
• Act as the main point of contact for customers, ensuring an efficient onboarding process, addressing inquiries, resolving issues, and ensuring a positive customer experience.
• Oversee customer support operations using CX tools to triage, prioritize, and resolve tickets quickly, delivering an exceptional customer experience that conveys trust and reliability.
• Monitor transaction data and chargebacks, quickly identifying fraud risks and implementing corrective actions.
• Ensure compliance with regulatory requirements and internal policies related to payment operations.
• Map and review operational workflows and data to identify gaps and propose improvements, whether through process adjustments, the implementation of third-party tools, or development suggestions for internal product and tech teams.
• Collaborate with technology and product teams to troubleshoot and resolve operational issues in a timely manner.
• Proactively engage with customers to understand their needs and ensure their satisfaction with our services.
• Work closely with the sales and product teams to align customer success initiatives to optimize customer journey
• Track and report customer success metrics, including satisfaction rates, retention, and churn reduction.

What qualifications we need:

• 2+ years of experience in operations, customer success, or a related role, preferably within the fintech or payments industry.
• Bachelor’s degree (completed or in progress) in relevant fields (Business Administration, Engineering, etc.).
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Exceptional communication and interpersonal skills, with a customer-first mindset.
• Proficiency in using customer relationship management (CRM) and operations tools.
• Ability to multitask, prioritize, and thrive in a fast-paced environment.
• Strong sense of ownership and business orientation
• Positive, willing to get hands dirty and proactive attitude
• Strong problem-solving skills and ability to prioritize in ambiguous situations
• Working proficiency and communication skills in English (verbal and written)

Nice to haves:

• Experience in Fintech or online Payments industry
• Familiarity Open Finance or PIX
• Basic understanding of APIs or technical architecture to collaborate effectively with engineers
• Experience in lending and/or with financial products
• Knowledge of analytics tools such as Google Analytics, Mixpanel, Amplitude or Looker.

Personal attitudes we look for:

• You get sh*t done!
• You do whatever it takes to get things moving and completed
• You have an ownership mentality, are energetic, and bring the best out of others
• You communicate clearly and concisely
• You can adapt and explain complex subjects to different audiences
• Everyone understands what your priorities and objectives are
• You organize and break down complex problems into simple tasks
• You can think structurally and identify bottlenecks
• You balance and align your short and long-term priorities with Divibank’s goals
• You are curious and have a growth mindset
• You are always learning and growing (even outside of work)
• You take risks, learn from failures quickly and apply lessons learned
• You are quietly confident and openly humble
• You are confident in your abilities, and are not afraid to step up when needed
• You respect the backgrounds, experiences, and ways of thinking of others

Key Benefits:

• Health and dental insurances
• Competitive salary
• Chance of earning equity at Divibank
• Flexible paid vacation

To apply, please send us:

• Resume and LinkedIn profile to vagas@divibank.co

Divibank is an equal opportunity employer. At Divibank we make all employment decisions, which include hiring, promoting, transferring, demoting, evaluating, compensating and separating, without regard to sex, sexual orientation, gender identity, race, color, religion, age, national origin, pregnancy, citizenship, disability, service in the uniform services, or any other classification protected by federal, state or local law