• The challenge for our Customer Success area is to empower clients and partners on their predictable growth journey. • Our role is to solve complex problems for small and medium-sized businesses in Brazil, addressing root causes rather than symptoms. This ensures that customers do not need to return to support for the same issue. • Therefore, working on our L1 Support team also means being a multichannel, multi-product relationship manager with customer service skills (demonstrating patience, clear communication and teaching ability, resilience, and a customer-success-focused attitude).

• Atuar com atendimento reativo multicanal (via chat online/WhatsApp, tickets/e-mail e videochamada) e multiproduto (RDSM, RD CRM e RD Conversas) com clientes nacionais e internacionais; • Investigar, analisar e resolver problemas técnicos, com foco em identificar causas raiz e propor soluções sustentáveis; • Garantir atendimentos de qualidade, resolutivos, empáticos e que empoderem o cliente para ter autonomia no uso de nossas soluções; • Priorizar e organizar atendimentos em ambientes de alta demanda, mantendo transparência, foco e produtividade; • Acompanhar indicadores de atendimento e satisfação do cliente, garantindo padrões de qualidade e SLAs; • Propor e executar melhorias no dia a dia que alavanquem a missão da área, incluindo o compartilhamento de aprendizados junto do time;

• Manage produce quality assessments for approximately 30-40 Food Service Distributors and their respective clients. • Foster strong relationships with distribution partners and adhere to company principles during client location visits and distributor business reviews. • Conduct client location visits, which include: evaluating product quality, providing storage and handling training, offering consulting on product application and pack size, and gathering feedback on distributor service levels. • Ensure timely completion and submission of all travel expense and activity reports within seven days of concluding travel. • Provide support to client locations by providing exceptional customer service. • Collaborate effectively with the Account Management team and other internal departments. • Maintain up-to-date knowledge of the produce industry and market trends, and effectively communicate this information to clients and stakeholders. • Independently plan and manage travel logistics, including scheduling restaurant and distributor visits, and booking flights, rental cars, and accommodations. • Monitor emails and other communications during weekends, holidays, and outside of standard business hours. • Identify, resolve, and take ownership of issues, escalating to leadership with clear context and proposed solutions when necessary. • Demonstrate flexibility and adaptability by rapidly acquiring new knowledge, applying critical thinking skills, and contributing to team success. • Ensure a conducive work environment with minimal distractions, a stable network/Wi-Fi connection, and a secure location for company equipment.

• Manage produce quality assessments for approximately 30-40 Food Service Distributors and their respective clients. • Foster strong relationships with distribution partners and adhere to company principles during client location visits and distributor business reviews. • Conduct client location visits, which include: evaluating product quality, providing storage and handling training, offering consulting on product application and pack size, and gathering feedback on distributor service levels. • Ensure timely completion and submission of all travel expense and activity reports within seven days of concluding travel. • Provide support to client locations by providing exceptional customer service. • Collaborate effectively with the Account Management team and other internal departments. • Maintain up-to-date knowledge of the produce industry and market trends, and effectively communicate this information to clients and stakeholders. • Independently plan and manage travel logistics, including scheduling restaurant and distributor visits, and booking flights, rental cars, and accommodations. • Monitor emails and other communications during weekends, holidays, and outside of standard business hours. • Identify, resolve, and take ownership of issues, escalating to leadership with clear context and proposed solutions when necessary. • Demonstrate flexibility and adaptability by rapidly acquiring new knowledge, applying critical thinking skills, and contributing to team success. • Ensure a conducive work environment with minimal distractions, a stable network/Wi-Fi connection, and a secure location for company equipment.