Contmatic Phoenix

• Gerenciar e priorizar o backlog de produto, considerando bugs, melhorias e débitos técnicos; • Equilibrar demandas urgentes com a evolução contínua dos produtos; • Atuar como elo entre as áreas de Suporte, Customer Success, Comercial e Desenvolvimento; • Traduzir necessidades dos clientes em requisitos claros para o time de desenvolvimento; • Garantir entregas com qualidade, estabilidade e foco na melhor experiência do usuário; • Acompanhar indicadores de produto, qualidade e desempenho; • Identificar oportunidades de melhoria contínua e apoiar a definição do roadmap; • Comunicar prioridades, evolução das entregas e alinhamentos aos stakeholders.

• Assist clients via chat, clarifying doubts and supporting the use of Contmatic's system; • Identify and resolve requests related to fiscal writing routines; • Log support interactions in the support platform; • Work with a focus on delivering the best customer experience, ensuring quality, speed, and resolution in support interactions; • Monitor area metrics and contribute to achieving team goals; • Collaborate with other teams to resolve requests; • Participate in training and stay updated on Contmatic's products and features.

• Lead and develop the UX team (designers and researchers) • Structure and evolve design processes (discovery → delivery) • Ensure experience consistency and drive the evolution of the Design System • Plan and conduct user research • Collaborate with Product and Technology within agile squads • Define and monitor UX metrics (NPS, task success, satisfaction) • Communicate design results and impact to leadership • Drive applied AI initiatives in the product, creating safe and intuitive experiences (automations, recommendations, conversational interfaces)

• Provide customer support via chat, answering questions and resolving issues related to Contmatic Phoenix products • Deliver the highest level of support to customers, aiming to provide an extraordinary experience • Ensure delivery of success KPIs related to the support strategy and promote actions to meet individual performance indicators • Be proactive in customer relationships, anticipating potential pain points and minimizing impact during crises, exceeding expectations and building trust • Log all customer interactions in the support system, maintaining accurate and detailed records • Participate in training and updates on Contmatic Phoenix products and services • Work closely with other support team members and internal departments to ensure fast and effective resolution of customer issues • Share knowledge and best practices with the team to improve service • Maintain a basic understanding of the products and services offered by Contmatic Phoenix

• Manage and prioritize the backlog (bugs, improvements, and technical debt) • Balance urgent requests with the planned evolution of products • Act as a bridge between Support, Customer Success, Sales, and Engineering • Translate customer needs into clear, actionable requirements • Ensure the quality and stability of deliveries (avoiding regressions) • Monitor product and quality metrics (e.g., SLA, bugs, uptime) • Identify continuous improvement opportunities (quick wins and enhancements) • Communicate the roadmap, progress, and constraints transparently

• Develop and maintain end-to-end data pipelines (ingestion, transformation, and serving) • Support and evolve the data architecture • Ensure data quality, reliability, and traceability • Monitor, investigate, and resolve failures in production pipelines • Document data flows, tables, and technical decisions • Collaborate with product and analytics teams to understand data needs • Propose continuous improvements to the data stack

• Provide customer support via chat, answering questions and resolving issues related to Contmatic Phoenix products • Deliver the highest level of customer support, with a commitment to exceptional service • Ensure delivery of success KPIs related to the support strategy and drive actions to achieve individual targets • Be proactive in building and maintaining customer relationships • Record all customer interactions in the support system • Participate in trainings and updates on Contmatic Phoenix products and services • Work closely with other support team members and internal departments • Share knowledge and best practices with the team to continuously improve service delivery