Who are we?

We are CloudWalk, a fintech company specialized in innovative payment services. We are democratizing the payments industry in Brazil, by empowering entrepreneurs through technological, inclusive, and life-changing solutions. Our history began in 2013 and since then we have been creating more modern, agile, and complete solutions. During this process, we are constantly provoked to think about the payment’s future and we have found that a fairer market is possible and achievable. There is where InfinitePay started, the payment terminal that exists to be the best and fairer payment solution for entrepreneurs.

How we work?

We work in packs here. We all work together to think and to do something more for our customers. At CloudWalk, we believe in decentralization as a sustainable way for us to reinvent traditional work models. We are agile in learning from our mistakes and finding the best solutions. We have a motivation to change the world for the better that drives us on a daily basis.

We believe in social inclusion, respect, and appreciation of all people. We promote a welcoming work environment, where each CloudWalker can be authentic, regardless of gender, ethnicity, race, religion, sexuality, mobility, disability or education.

If you want to join the revolution of the payments industry and impact the lives of millions, reach out to us, and help to build the face of a new economy!

What is a Customer Experience Analyst for CloudWalk?

The Customer Experience Analyst is responsible for taking care of the entire customer experience when they contact us! Being responsible for solving doubts, solving more complex problems, including the system to guarantee the customer’s satisfaction.

The Customer Experience team covers all the pre and post-sales. It is where we narrow the relationship with the customer, genuinely understanding their needs. Our goal is to always provide the best possible experience!

You will

  • You will communicate in a personalized, empathetic, and informative way with customers (by phone, chat or email), seeking to offer the best experience for them;
  • Clarify doubts that customers have about our products and services;
  • Identify and implement improvements in our processes, products, and services;
  • Diagnose and solve technical problems (for example, problems with connectivity, login, among others);
  • The capacity for critical analysis in order to solve problems, providing the necessary technical support;
  • Monitor customer demands until complete resolution.

We are looking for someone who has

  • Intermediate knowledge in google sheets;
  • Knowledge in SQL programming language;
  • Intermediate English (talking, reading, and listening);
  • Logical reasoning and analytical skills;
  • Always cherish the customer experience;
  • It will be necessary a business owner and leadership attitude to act in each situation as responsible and to ensure the best service;
  • Know how to communicate and how to deal with different types of audience;
  • Be curious and genuinely interested in the story behind each client;
  • Resilience. Our routine is very fast-paced and dynamic!
  • Fluent Portuguese

You will do well if you have:

  • Experience with customer service;
  • Knowledge in other programming languages.

What will you have with us:

  • Health and life insurance plan;
  • Dental Plan
  • Meal allowance Flash Card
  • Home Office allowance;
  • Two sessions a month at ZenKlub: Health and emotional wellbeing online platform;
  • We know how becoming a mother or father is remarkable and we want to give all the support we can. We have a 6 month maternity leave and a 30 days paternity leave. The benefit also applies to dads and moms who adopt or obtain legal custody of the child and to same-sex couples.