Business Analyst
Hybrid (São Paulo, SP, BR)$15k - $20kfull-timePosted 11mo ago
About the role
Responsible for supporting Vendah's support and inside sales processes, optimizing customer experience through AI and team management.
Responsibilities
- Evolve and audit our AI agents for Support and Inside Sales, ensuring they deliver a clear, empathetic, and efficient experience aligned with Vendah’s tone.
- Design and optimize support processes, always aiming to scale operations and deliver the best possible experience.
- Update and maintain our knowledge base and conversational flows across all interaction channels.
- Monitor and improve key support KPIs, such as response time, first contact resolution, customer satisfaction, and conversion to sales.
- Collaborate with other teams (Product, Sales, Marketing, Tech) to ensure our AI agents are always up to date with the latest platform changes.
- Oversee the human Support team, ensuring strong performance, alignment with processes, and high-quality customer service.
- Coordinate complex support cases with commercial partners (brands).
Qualifications
- Autonomous Work Style: Ability to work independently and proactively implement improvements.
- Experience in Customer Support and Automation: Prior experience with digital support channels (WhatsApp, chat, helpdesk, etc.), automations, or conversational AI.
- Analytical Background: Degree in fields like Engineering, Business, Economics, Technology, UX, or related areas.
- Continuous Improvement Mindset: A curious profile that enjoys measuring, testing, and adjusting to improve outcomes.
- Familiarity with Tools: Proficiency in Excel or Google Sheets for data analysis; experience with tools like Zendesk, Blip, Intercom, Gupy Conversas, etc.; BI knowledge is a plus.
- Excellent Written Communication: Clarity, objectivity, and empathy in crafting support content.
Skills
Required:Customer Support AutomationData Analysis
Nice to have:Team Management
Benefits
- Meal allowance
- Caju+ (includes Conexa Saúde and Gympass)
- Office with easy access, close to Fradique Coutinho subway station
Last updated Mar 22, 2026. Interested? Apply on the company site.
About Vendah
Vendah is building a Faire-style marketplace for LATAM’s +50M…
Vendah is building a Faire-style marketplace for LATAM’s +50M informal sellers — offering access to trending beauty and wellness brands, powered by embedded credit.
marketplace