Role Description Do you speak Danish? Are you obsessed with movies, binge-worthy series, and providing top-tier support? We aren't just looking for typical customer service agents; we are looking for "Showrunners" and "Streaming Gurus" to represent Netflix, the world’s leading streaming platform! As a Netflix Customer Culture Expert, you will be the voice of entertainment for our Danish market. Whether a customer is trying to sign up from their brand-new Smart TV, wondering about their billing history, or experiencing a frustrating connectivity error right at a cliffhanger—you are the hero who saves movie night! The Mission: - The Account Director (Account & Billing Support): Help existing and potential users smoothly set up their accounts, navigate subscription updates, clarify billing history, and untangle payment methods. - The Tech Wizard (Troubleshooting & Connectivity): Be the ultimate guide when a user gets hit with an unexpected error message or application issue, ensuring Netflix streams flawlessly across their devices. - The Retention Specialist (The Empathizer): When a user thinks about hitting "cancel subscription," you’ll listen with true empathy, probe into their concerns, and help find a reason for them to stay tuned for the next season. - The Collaboration Co-Star: Work autonomously using our extensive English knowledge base, gather with your team for weekly meetings, and escalate complex scenarios seamlessly via internal chat with the Tier 2 team in English. Qualifications - Linguistic Star Power: Native or near-native fluency in Danish (C1/C2), paired with strong fluent English (B2) for your training, internal communication, and system navigations. - Tech Savviness: Significantly advanced PC knowledge, comfortable multitasking between systems, and a typing speed of 25 wpm or faster. - Flexibility for Peak Seasons: True autonomy and willingness to work shifts determined by client planning (including weekends, holidays, and late shifts typically between 10:00–23:00 to mirror peak viewing times!). - Experience: No previous professional recruitment experience is required—comprehensive paid training is provided! However, if you are an active Netflix user, you’re already a step ahead. Benefits - Relocation Super-Package: If you're moving to Greece, we'll take care of your flight to Athens, organize your initial accommodation, and guide you through the local paperwork smoothly. - Work Your Way: Experience the best of both worlds with options to work from our high-tech Athens hub or comfortably from your own home anywhere in Greece. - More Money in Your Pocket: Enjoy a competitive salary paid 14 times a year (yes, that’s 2 extra months of bonus salary for summer and Christmas!). - Comprehensive Fast-Track Training: An intensive, structured training period followed by a supportive 4-week "Nesting" period to ensure you build ultimate confidence before going live. - Growth & Community: Monthly webinars with management, active team building, private health insurance, and a vibrant, multicultural workplace. - Live the Dream: Free Greek language lessons, endless weekend island-hopping opportunities, and a continuous supply of Mediterranean sunshine.

• Lead and support a remote team of customer service and order management associates, fostering a collaborative, customer-focused, and solutions-oriented team environment. • Oversee daily order management operations, including EDI and customer purchase order processing, ensuring accuracy, timely resolution of issues, and a seamless customer experience. • Partner proactively with Sales, Pricing, Inventory, Transportation, Distribution, and other cross-functional teams to resolve order discrepancies and ensure alignment on customer requirements. • Conduct root cause analysis on recurring order or process issues and partner with internal teams and strategic B2B customers to identify sustainable solutions and process improvements. • Monitor operational performance and team effectiveness through reporting, KPI tracking, and workforce planning activities.

Role Description The Senior Customer Experience Analyst is responsible for transforming Voice of Customer signals into structured journey improvement initiatives, working end-to-end alongside multidisciplinary squads. This professional connects data, customer behavior, operations, and product strategy to identify relevant experience breakdowns and lead initiatives that generate real impact on CX and business metrics. Their role goes beyond analysis: they conduct continuous discovery, influence prioritization, coordinate stakeholders, monitor initiative execution, and ensure impact validation after implementation. The role requires strong analytical skills, systemic thinking, cross-functional influence, project management capabilities, and the ability to transform complex feedback into concrete and scalable improvements. Responsibilities - Voice of Customer Management & Continuous Discovery - Analyze Voice of Customer inputs from NPS, CSAT, CES, exploratory research, customer support interactions, critical channels, bugs, and Help Center access data to identify opportunities for experience and product maturity improvements. - Conduct experience analyses and diagnostics through quantitative and qualitative discovery to identify pain points, friction, and relevant opportunities. - Consolidate and structure actionable insights related to customer journeys, features, and critical experience flows. - Identify root causes of recurring problems and their impacts on customer experience, operations, and business metrics. - Experience Initiatives & Project Management - Lead end-to-end journey improvement initiatives by coordinating Product, Engineering, Customer Support, Operations, and other stakeholders through delivery and impact validation. - Transform Voice of Customer insights into prioritized initiatives with action plans, ownership definition, follow-up, and results measurement. - Act as the owner of experience evolution within the assigned journeys, ensuring continuous monitoring of KPIs and iterative improvement of implemented solutions. - Structure rationale around impact, effort, risk, and expected value to support data-driven decision-making. - Map risks, dependencies, and cross-squad impacts, promoting executive alignment to unblock priority initiatives. - Ensure follow-up and governance of the experience initiatives roadmap, providing visibility into status, expected impact, and result evolution. - Strategic Partnership with Squads - Actively participate in squad rituals (planning sessions, working sessions, and retrospectives), representing the customer perspective in product decisions. - Influence and drive backlog prioritization based on experience and business impact. - Translate analyses and feedback into clear hypotheses, strategic recommendations, and actionable guidance for squads. - Connect Product, CX Product, Customer Support, Help Design, and Operations to ensure integrated journey evolution. - Experience Governance & Continuous Improvement - Monitor behavioral metrics that impact CX, identifying deviations and driving corrective actions to reduce impacts on churn, TPV, contacts, CSAT, and other strategic indicators. - Monitor the impact of implemented improvements using experience metrics, self-service adoption, operational efficiency, and business KPIs. - Ensure that journey learnings are translated into structured improvements in self-service, operational communication, and customer experience. - Understand bugs and operational failures as part of the customer experience, tracking their evolution with squads until effective improvement validation. - Experience & Business Impact - Improvement in NPS, CSAT, CES, and other experience metrics within the journeys directly supported. - Reduction in effort, contact rate, customer contacts, and recurrence in prioritized flows. - Increase in self-service retention and reduction of operational dependency. - Positive impact on business metrics such as churn, TPV, DC, retention, and operational efficiency. - Problems solved before becoming critical bottlenecks. - Influence & Collaboration - Meaningful participation in squad decisions. - Ability to generate strategic direction based on Voice of Customer insights. - Effective influence over prioritization of improvements and journey evolution. - Active collaboration in sharing learnings, standardizing practices, and evolving frameworks. Qualifications - Experience in Customer Experience, Journey Management, Product, Continuous Improvement, or related areas. - Experience managing cross-functional initiatives and working in squad environments. - Ability to transform Voice of Customer insights into structured action plans and executable initiatives. - Practical SQL knowledge (JOIN, GROUP BY, filters, and basic calculations). - Experience with BI tools (Tableau, QlikSense, or similar). - Knowledge of CX metrics and digital business KPIs. - Cross-channel experience: digital journeys, human support, bots, and self-service. - Strong analytical skills to work with quantitative and qualitative data. - Ability to prioritize, negotiate, influence, and manage stakeholders. - Clear, structured, and objective executive communication. - Systemic thinking and orientation toward business and customer experience impact. - Familiarity with digital products, problem-solving, and agile methodologies. Requirements - Experience with CX frameworks (NPS, CES, CSAT, FCR, Contact Rate). - Background in Product Discovery, Service Design, or Program Management. - Knowledge of tools such as internal GPTs, Notion, Figma, and VOC platforms. - Experience in high-scale digital and omnichannel operation environments. Benefits - Competitive and market-aligned salary. - Remote work — wherever you are, you’re part of the team! - Home office allowance through a monthly deposit in the RecargaPay app. - Health and dental plans with no co-pay. - Life insurance. - Flexible meal allowance (via Flash). - TotalPass membership to take care of your health. Company Description At RecargaPay, we’re on a mission to deliver the best payment experience for Brazilian consumers and small businesses, by building a powerful digital ecosystem where the banked and unbanked connect, and where consumers and merchants have a one-stop shop for all their financial needs. We serve over 10 million users and process more than USD 4 billion annually. We’ve been profitable since 2022 and operate our own credit business. We are an AI-first, 100% remote team, scaling in the rapidly changing Brazilian financial market.

Role Description The Senior Customer Experience Analyst is responsible for transforming Voice of Customer signals into structured journey improvement initiatives, working end-to-end alongside multidisciplinary squads. This professional connects data, customer behavior, operations, and product strategy to identify relevant experience breakdowns and lead initiatives that generate real impact on CX and business metrics. Their role goes beyond analysis: they conduct continuous discovery, influence prioritization, coordinate stakeholders, monitor initiative execution, and ensure impact validation after implementation. The role requires strong analytical skills, systemic thinking, cross-functional influence, project management capabilities, and the ability to transform complex feedback into concrete and scalable improvements. Responsibilities - Voice of Customer Management & Continuous Discovery - Analyze Voice of Customer inputs from NPS, CSAT, CES, exploratory research, customer support interactions, critical channels, bugs, and Help Center access data to identify opportunities for experience and product maturity improvements. - Conduct experience analyses and diagnostics through quantitative and qualitative discovery to identify pain points, friction, and relevant opportunities. - Consolidate and structure actionable insights related to customer journeys, features, and critical experience flows. - Identify root causes of recurring problems and their impacts on customer experience, operations, and business metrics. - Experience Initiatives & Project Management - Lead end-to-end journey improvement initiatives by coordinating Product, Engineering, Customer Support, Operations, and other stakeholders through delivery and impact validation. - Transform Voice of Customer insights into prioritized initiatives with action plans, ownership definition, follow-up, and results measurement. - Act as the owner of experience evolution within the assigned journeys, ensuring continuous monitoring of KPIs and iterative improvement of implemented solutions. - Structure rationale around impact, effort, risk, and expected value to support data-driven decision-making. - Map risks, dependencies, and cross-squad impacts, promoting executive alignment to unblock priority initiatives. - Ensure follow-up and governance of the experience initiatives roadmap, providing visibility into status, expected impact, and result evolution. - Strategic Partnership with Squads - Actively participate in squad rituals (planning sessions, working sessions, and retrospectives), representing the customer perspective in product decisions. - Influence and drive backlog prioritization based on experience and business impact. - Translate analyses and feedback into clear hypotheses, strategic recommendations, and actionable guidance for squads. - Connect Product, CX Product, Customer Support, Help Design, and Operations to ensure integrated journey evolution. - Experience Governance & Continuous Improvement - Monitor behavioral metrics that impact CX, identifying deviations and driving corrective actions to reduce impacts on churn, TPV, contacts, CSAT, and other strategic indicators. - Monitor the impact of implemented improvements using experience metrics, self-service adoption, operational efficiency, and business KPIs. - Ensure that journey learnings are translated into structured improvements in self-service, operational communication, and customer experience. - Understand bugs and operational failures as part of the customer experience, tracking their evolution with squads until effective improvement validation. - Experience & Business Impact - Improvement in NPS, CSAT, CES, and other experience metrics within the journeys directly supported. - Reduction in effort, contact rate, customer contacts, and recurrence in prioritized flows. - Increase in self-service retention and reduction of operational dependency. - Positive impact on business metrics such as churn, TPV, DC, retention, and operational efficiency. - Problems solved before becoming critical bottlenecks. - Influence & Collaboration - Meaningful participation in squad decisions. - Ability to generate strategic direction based on Voice of Customer insights. - Effective influence over prioritization of improvements and journey evolution. - Active collaboration in sharing learnings, standardizing practices, and evolving frameworks. Qualifications - Experience in Customer Experience, Journey Management, Product, Continuous Improvement, or related areas. - Experience managing cross-functional initiatives and working in squad environments. - Ability to transform Voice of Customer insights into structured action plans and executable initiatives. - Practical SQL knowledge (JOIN, GROUP BY, filters, and basic calculations). - Experience with BI tools (Tableau, QlikSense, or similar). - Knowledge of CX metrics and digital business KPIs. - Cross-channel experience: digital journeys, human support, bots, and self-service. - Strong analytical skills to work with quantitative and qualitative data. - Ability to prioritize, negotiate, influence, and manage stakeholders. - Clear, structured, and objective executive communication. - Systemic thinking and orientation toward business and customer experience impact. - Familiarity with digital products, problem-solving, and agile methodologies. Nice to Have - Experience with CX frameworks (NPS, CES, CSAT, FCR, Contact Rate). - Background in Product Discovery, Service Design, or Program Management. - Knowledge of tools such as internal GPTs, Notion, Figma, and VOC platforms. - Experience in high-scale digital and omnichannel operation environments. Benefits - Competitive and market-aligned salary. - Remote work — wherever you are, you’re part of the team! - Home office allowance through a monthly deposit in the RecargaPay app. - Health and dental plans with no co-pay. - Life insurance. - Flexible meal allowance (via Flash). - TotalPass membership to take care of your health. Diversity & Inclusion at RecargaPay At RecargaPay, you’ll have the freedom to be who you are because we believe that diverse perspectives and experiences make us more creative and stronger. Here, everyone is welcome to express themselves authentically. We value the richness of each journey and the multiple ways of seeing the world, without distinctions of gender, race, sexual orientation, age, religion, or any other characteristic that makes us unique. About the use of your Data By sharing your resume with us, you authorize the use of your data for analysis during the selection process and possibly for other opportunities within the RecargaPay group. You can request the update or deletion of your information at any time, in accordance with LGPD (General Data Protection Law). Industry-Specific Knowledge It is desirable to have practical familiarity with one or more core financial domains such as lending, payments, credit cards, open finance, fraud prevention, merchant acquiring, or investment services, along with an understanding of their fundamental workflows and business drivers. Experience in how these domains intersect to influence revenue, risk management, and customer satisfaction is highly valued.