Bemobi

• Abrir e acompanhar chamados; • Acompanhamento de incidentes, notificações aos parceiros e monitoramento dos ambientes; • Executar checklist de tarefas diárias de acordo com o turno; • Realizar suporte em primeiro nível por email e telefone; • Alinhar com os plantonistas dos incidentes ocorridos no turno anterior no encerramento do mesmo; • Garantir o cumprimento do SLA para os chamados abertos pelas parceiras; • Abrir os incidentes e informar o status de problemas através de planos de comunicações pré-existentes na ferramenta de incidentes; • Realizar o batimento desses incidentes com os responsáveis pelos incidentes em produção das empresas parceiras; • Executar testes funcionais dos produtos com POS ou Smartphones para garantia de disponibilidade.

• Billing Cycle Management: Lead the monthly end-to-end billing process, including configuring rules according to contracts in the ERP, applying taxes, issuing and dispatching invoices and collection notices. • Financial Routines and Reconciliation: Perform bank reconciliations, post invoices and financial entries, process settlements and integrate financial and accounting information through the ERP. • Financial Service and Support: Provide support to clients and internal teams, answering questions about charges, invoices, receipts and contractual adjustments. • Accounting Interface and HR Support: Generate closing reports for accounting and provide occasional support for Payroll routines and onboarding/offboarding processes.

• Design, build and evolve conversational flows on the Grace platform. • Develop journeys focused on a simple, intuitive and efficient user experience. • Map business rules and specify integrations with system APIs such as ERPs, CRMs and partner platforms. • Plan, configure, launch and monitor communication campaigns via WhatsApp. • Work closely with Product, Development, Implementation, Customer Success and Sales teams. • Propose new features, automations and experiences using Artificial Intelligence. • Participate in the validation of new features and ensure the quality of deliverables. • Translate customer needs into scalable conversational solutions. • Document functional requirements, flows and business rules.

• Build and evolve the internal AI platform — a shared layer (model routing, prompt versioning, tools registry, memory, observability, and cost) separated from each area’s solution, with a paved path and self-service for tech and non-tech teams. • Own end-to-end architecture decisions for agentic/agent-based systems: orchestration, state, idempotency, retry/durability, RAG, model selection and routing, build vs. buy — planning, executing, and observing. • Measure the effectiveness of AI solutions (RAG effectiveness, agent reliability, hallucination rate) using evaluation and regression datasets, and use the numbers to decide — not just to monitor. • Share knowledge and raise the company’s AI bar: provide trainings, materials, and scalable best practices that extend usage beyond the team, translating non-technical area needs into solutions. • Participate in strategic projects hands-on, coding high-impact deliverables on short timelines when that moves a meaningful business metric. • Make and document architecture decisions with clear trade-offs, cost estimates, and impact. • Promote a culture of observability, security, and performance in AI solutions.

• Execute and monitor settlement operations for cards, boletos (bank slips), and PIX with external partners. • Execute and monitor onboarding/registration of new clients. • Provide support for internal tickets and assist in resolving issues. • Participate in organizing the product backlog, prioritizing what delivers the most value to customers and the business. • Write simple user stories and acceptance criteria for the technical team. • Contribute to market research and competitor comparisons. • Participate in agile ceremonies (daily stand-ups, reviews, refinements). • Monitor deliveries and the progress of requests.

• Account portfolio management and revenue expansion • Identify opportunities for upsell, cross-sell and increased product usage. • Propose and execute strategies to grow recurring revenue and improve customer retention. • Lead executive follow-up meetings and present results. • Develop customer success plans aligned with clients’ business objectives. • Operational management and governance • Monitor all initiatives and projects underway within the portfolio. • Ensure prerequisites, dependencies and deliverables are properly mapped and met. • Act as the primary point of contact between customers and internal teams (Product, Engineering, Implementation, Support and Operations). • Monitor execution risks, delays and impacts on customers. • Results and performance analysis • Build and track customer success metrics and indicators. • Assess the impact of implemented actions using KPIs and business metrics. • Perform quantitative and qualitative analyses to validate outcomes. • Identify successful initiatives and structure replication plans for other customers. • Continuous improvement and scalability • Review, document and optimize Customer Success and Implementation processes. • Create and evolve playbooks, frameworks and operational routines. • Identify bottlenecks and opportunities for automation. • Implement best practices to increase predictability, operational efficiency and value delivery.

• Lead implementation projects from kickoff through production go-live. • Create and maintain project schedules, action plans, and milestones. • Ensure adherence to deadlines, scope and defined success criteria. • Coordinate activities between clients and internal teams. • Develop deep understanding of clients' business processes and rules. • Map customer journeys, operational flows and specific requirements. • Translate business requirements into functional specifications for platform configurations and integrations. • Provide technical support to the client throughout the implementation lifecycle. • Define and oversee integrations via APIs, Webhooks and other system communication mechanisms. • Validate technical requirements and support integrated testing. • Identify technical impacts and dependencies that could jeopardize the schedule. • Support user acceptance testing and ensure the solution meets the defined requirements. • Identify opportunities to leverage features and products that enhance client outcomes. • Act in a consultative manner, guiding clients to optimal platform adoption. • Recommend best practices, process improvements and product enhancements that increase value delivery. • Contribute to revenue expansion by identifying opportunities during implementation. • Proactively identify risks, blockers, dependencies and issues that could impact timelines, delivery quality or project outcomes. • Develop mitigation plans and track their execution. • Work proactively to reduce rework and accelerate implementation. • Ensure proper preparation of prerequisites required for each project phase. • Conduct executive, technical and operational meetings. • Translate technical concepts for business stakeholders and business requirements for technical teams. • Produce documentation, presentations and supporting materials. • Ensure alignment among all project stakeholders.

• Act as a technical reference in the architecture of cloud-native distributed systems and microservices • Actively participate in the design, conception, and evolution of high-availability, high-scale platforms focused on real-time financial transaction processing • Collaborate across engineering teams, promoting best practices, architectural consistency, and raising the team's technical level • Make and document architecture decisions clearly, outlining trade-offs, costs, and business impact • Create and evolve infrastructure as code (IaC), ensuring reproducible, secure, and scalable environments • Collaborate with product and business teams, translating requirements into robust technical solutions • Promote a culture of observability, security, and production performance • Adopt and disseminate AI-assisted development practices to increase team velocity and delivery quality

• Take ownership of services, ensuring their quality, availability, and evolution • Participate in and influence the team's technical and architectural decisions • Write code with high test coverage • Develop and maintain services and infrastructure on AWS using Terraform • Ensure application monitoring and observability • Participate in resolving production incidents • Perform deployments through CI/CD pipelines • Participate in code reviews • Support the team in removing impediments • Share knowledge with the team • Provide customer support through dedicated channels • Write and maintain technical documentation

• Proficiency in advanced programming concepts and strong command of the technologies used by the team. • Lead architecture and design discussions and decisions, giving strong consideration to non-functional requirements. • Solid understanding of database concepts, administration, and when to adopt different paradigms. • Act as a reference for software testing, advocating its importance across the team. • Mastery of the full software development lifecycle, from understanding requirements to coding, testing, and deployment. • Lead the development of new features in larger projects, mentoring less-experienced engineers to help them contribute. • Participate in constructive code reviews, focusing on knowledge sharing and establishing common coding guidelines. • Strong understanding of cloud services and proficiency with infrastructure as code. • Strong problem-solving skills, with the ability to navigate complex challenges. • Manage technical debt and advocate for its resolution whenever feasible. • Evaluate new technologies and methodologies for potential adoption within the team.