Junte-se à Nubimetrics! Somos a empresa líder em análise de dados para e-commerce, transformando milhões de dados de marketplaces em insights acionáveis para impulsionar negócios. Somos especializados em Big Data, Business Intelligence e Inteligência Artificial como base das nossas análises, com clientes na Argentina, Brasil, México e em mais de 15 países da América Latina, além dos Estados Unidos e China. Customer Support Analyst Buscamos este perfil para garantir uma excelente experiência do cliente ao longo de toda a sua jornada com a Nubimetrics, promovendo a adoção da plataforma e reduzindo o churn. A pessoa será responsável pelo suporte via chat e e-mail, capacitação de usuários e acompanhamento no uso estratégico da ferramenta. Além disso, atuará como ponte entre o cliente e os times internos, identificando oportunidades de melhoria, reportando bugs e contribuindo para a evolução do produto. Principais responsabilidades: - Atender clientes via chat e e-mail - Resolver dúvidas, consultas, incidentes e problemas dos usuários na plataforma - Guiar o cliente com foco na resolução de problemas - Reportar bugs ao time de desenvolvimento - Reportar melhorias ao time de Produto Requisitos: - Experiência mínima de 3 anos em atendimento ao cliente (obrigatório) - Experiência em vendas de SaaS (obrigatório) - Espanhol fluente (desejável) - Experiência em empresas de e-commerce e vendas no Mercado Livre (desejável) - Experiência realizando treinamentos, onboarding ou apresentações para clientes (obrigatório) - Experiência com uso de CRM (obrigatório), preferencialmente HubSpot Local de trabalho: Brasil Tipo de emprego: Tempo integral, 100% remoto Oferecemos: - Caju - Plano de saúde de alto nível - Política de licenças especiais: para pessoas gestantes, não gestantes e adoção, retorno gradual, acompanhamento de filhos em idade escolar, entre outros - Meio dia livre por mês - 3 bonus days por ano - Dia de folga no aniversário - Cursos e capacitações - Aulas 100% gratuitas de inglês e/ou português - Excelente clima de trabalho Queremos que você faça parte do nosso time! Na Nubi, trabalhamos para promover uma cultura inclusiva, que busca equidade e valoriza diferentes perspectivas — incluindo gênero, religião, pessoas com deficiência, idade, LGBTQIA+, raça, etnia e diversidade de experiências. #SomosNubimetrics Location Brazil (Remote) Department Growth Employment Type Full-Time Minimum Experience Executive

About Our Company We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care. Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians. When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care. Please Note: We will only contact candidates regarding your applications from one of the following domains: @summithealth.com, @citymd.net, @villagemd.com, @villagemedical.com, @westmedgroup.com, @starlingphysicians.com, or @bmctotalcare.com. Job Description Customer care representative is responsible for answering inbound calls in a centralized access center environment. Schedules appointments and answers questions while providing timely, accurate, and excellent customer service, while adhering to department standards and provider protocols. Communicate to the patient a recommendation for appointment times and locations; including multi-specialty and multi-location(s). Obtains, verifies and updates patient information; maintains confidentiality according to policies: • Patient demographics • Pre-registration of patients • Insurance contracts and coverage • Electronic Health Record • Other data fields as needed Achieves a minimum call standard as pre-determined by department goals. Maintain a 95% or higher call quality threshold and 90% or above CSAT Adheres to the call center schedule while being accountable for following specific call quality and scheduling guidelines and measurements. Job Description: • Responsible for scheduling patient appointments in a multi-specialty, multi-location environment. • Accurately recommends physicians and schedules into multiple medical specialties with individual scheduling criteria for 500+ providers. • Responsible for identifying and coordinating the required medical test before seeing a physician for a physical examination or to bring a patient in fasting. • Must be able to identify WC/MVA insurance cases for referral to a case coordinator. • Perform patient account upgrades including demographics, health insurance, referring provider, and PCP. • Must be knowledgeable and conversational in all health insurances that are par or non-par with Summit Health/VillageMD. • Must be comfortable with daily extensive computer use navigating multiple applications while engaging in conversations with patients or clinical office staff. Qualifications: - High School Graduate/GED required - 1+ year of healthcare experience required. - EPIC system experience - 2 years’ customer service experience preferred. - Ability to communicate in English, both orally and in writing required. - Strong interpersonal and customer service skills are required. - Knowledge of medical terminology preferred. - Ability to organize and perform multiple tasks promptly required. Strong attention to detail required. - Previous office and computer experience required. Experience with Standard Office Technology in a Window based environment preferred. - Experience with Standard Office Equipment (Phone, Fax, Copy Machine, Scanner, Email/Voice Mail) preferred. - Bandwidth requirement (100 MBPS download speed and 10 MBPS download speed minimum) Shift Available: 11:30am-8:00pm EST This is a non-exempt position. The base compensation range for this role is $18 to $20 per hour. At VillageMD, compensation is based on several factors including, but not limited to education, work experience, certifications, location, etc. The selected candidate will be eligible for a valuable company benefits plan, including health insurance, dental insurance, life insurance, and access to a 401k plan. About Our Commitment Total Rewards at VillageMD Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD’s benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan. Equal Opportunity Employer Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws. Safety Disclaimer Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/.

• Provide frontline support to customers using our municipal court module via phone, email, and internal ticketing systems. • Troubleshoot issues related to case management, citations, warrants, court dockets, dispositions, payments, and reporting. • Guide customers through product features, system updates, and best practices for efficient court operations and case lifecycle management. • Assist users with workflows such as citation entry, court scheduling, fine and fee assessments, collections, and compliance tracking. • Collaborate with Product, Delivery, and QA teams to escalate and track complex issues and enhancement requests. • Maintain detailed case documentation and contribute to a knowledge base of FAQs, how-to guides, and support resources. • Assist with onboarding and training of new customers on municipal court functionality. • Stay current on regulatory updates relevant to municipal courts, including state statutes, court procedures, and reporting requirements. • Identify recurring customer challenges and provide insights that influence product improvements and support processes.

• Serve as the direct supervisor of the CS Leads and CSRs on your team • Provide day-to-day support, subject matter expertise, and coaching for CSRs, motivating and supporting the team to resolve customer concerns • Drive productivity through contact prioritization via queue management and adherence monitoring • Work with the CS Leads to check in with each team member at the start of each shift, to support and motivate the CSR; check out with each team member at the end of each shift to provide feedback and to recap the day • Stay present and available for the broader Customer Service team, including monitoring communications, answering questions, and providing real-time feedback via Slack and Google Hangouts • Host regular one-on-ones with each team member, providing coaching and reviewing their current performance • Ensure that CS Leads and CSRs actively adhere to their schedules, stay focused on their work, and follow Workforce Management guidelines for breaks, lunches, and adherence • Complete project work, such as Promo Code requests, financial transactions, fulfiller requests, vendor communications, and other ad hoc tasks and projects as assigned by site leadership or other departmental leaders • Stay up-to-date on Minted products, services, and policy details and updates by reviewing the Customer Service knowledge base, as well as training updates, and daily huddle announcements • Promote and build a positive and friendly environment supporting good morale and cooperation • Be responsible for coaching, development, and performance management of team members, including resolving employee relations concerns in close partnership with the Manager of Customer Service and Human Resources, as needed • Produce a Weekly Business Review that outlines the performance of your team, including individual coaching status; responsible for Quality Assurance, CSAT, and Productivity ratings for your team members