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Experience Management Analyst

extra holidays - fully flexible

Remote:

Full Remote

Contract:

Full time

Work from:

Argentina

Offer summary

Qualifications:

3+ years in Customer Experience roles, Data-driven mindset, Experience with CRM systems, preferably Intercom, Excellent written and verbal communication skills.

Key responsabilities:

Enhance customer value proposition through projects
Implement external communications strategies to merchants

dLocal Financial Services Large https://dlocal.com/

501 - 1000 Employees

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Job description

Why should you join dLocal?

dLocal enables the biggest companies in the world to collect payments in 40 countries in emerging markets. Global brands rely on us to increase conversion rates and simplify payment expansion effortlessly. As both a payments processor and a merchant of record where we operate, we make it possible for our merchants to make inroads into the world’s fastest-growing, emerging markets.

By joining us you will be a part of an amazing global team that makes it all happen, in a flexible, remote-first dynamic culture with travel, health, and learning benefits, among others. Being a part of dLocal means working with 900+ teammates from 25+ different nationalities and developing an international career that impacts millions of people’s daily lives. We are builders, we never run from a challenge, we are customer-centric, and if this sounds like you, we know you will thrive in our team.

What's the opportunity?

To help to achieve this mission, we are looking for a great Experience Management analyst who is eager to learn new things every day. If you love solving complex problems involving data analysis, and be a key source of insights for high-impact decisions, check if you fit the description below and apply!

What will I be doing?

Deeply understand the overall customer experience we are providing at dLocal to our customers, such as Amazon, Facebook or Uber, and own projects that enhance our value proposition, like an NPS Survey.

Voice of the customer focal: responsible for ensuring merchant's sentiment is relevant to dLocal departments priorities and planning (Product, Reporting, Marketing).

External comms focal: implementation of communications to merchants in different channels (e.g.: emails, streamings, in-app messages).

Voice and tone focal: responsible for guaranteeing the usage of dLocal's voice and tone throughout the Customer Success team, both at the written support ticketing system and live follow-up presentation sessions.

What skills do I need?

Excellent written and verbal communications skills (both in English and Spanish)

Extensive experience and passion for customer experience environments.

3+ years of experience in Customer Experience or External Communications teams.

Data driven mindset.

It is a plus to have experience in CRM management (ideally Intercom).

Seriously willing to work in a global and agile environment where the sky is the limit (not exaggerating).

What happens after you apply?

Our Talent Acquisition team is invested in creating the best candidate experience possible, so don’t worry, you will definitely hear from us. We will review your CV and keep you posted by email at every step of the process!

Also, you can check out our webpage, Linkedin, Instagram, and Youtube for more about dLocal!