What Are We Looking For?
We're looking for someone who wants to revolutionize the way we interact with our resellers using AI. You'll be responsible for leading the continuous improvement of the Support experience at Vendah. Your focus will be on increasing the efficiency of both our AI agents and our human support team.
This role is for someone who's passionate about technology, customer experience, and wants to apply that to transform the journey of thousands of entrepreneurial women. We're looking for someone with an analytical mindset, who enjoys tracking KPIs, designing processes, and optimizing operations based on data.
This is an in-person role based in our office in Pinheiros – São Paulo, SP, with easy access to the subway.
Responsibilities
* Evolve and audit our AI agents for Support and Inside Sales, ensuring they deliver a clear, empathetic, and efficient experience aligned with Vendah's tone.
* Design and optimize support processes, always aiming to scale operations and deliver the best possible experience.
* Update and maintain our knowledge base and conversational flows across all interaction channels.
* Monitor and improve key support KPIs, such as response time, first contact resolution, customer satisfaction, and conversion to sales.
* Collaborate with other teams (Product, Sales, Marketing, Tech) to ensure our AI agents are always up to date with the latest platform changes.
* Oversee the human Support team, ensuring strong performance, alignment with processes, and high-quality customer service.
* Coordinate complex support cases with commercial partners (brands).
Qualifications
* Autonomous Work Style: Ability to work independently and proactively implement improvements.
* Experience in Customer Support and Automation: Prior experience with digital support channels (WhatsApp, chat, helpdesk, etc.), automations, or conversational AI.
* Analytical Background: Degree in fields like Engineering, Business, Economics, Technology, UX, or related areas.
* Continuous Improvement Mindset: A curious profile that enjoys measuring, testing, and adjusting to improve outcomes.
* Familiarity with Tools: Proficiency in Excel or Google Sheets for data analysis; experience with tools like Zendesk, Blip, Intercom, Gupy Conversas, etc.; BI knowledge is a plus.
* Excellent Written Communication: Clarity, objectivity, and empathy in crafting support content.
Benefits and Employment Details
* Meal allowance
* Caju+ (includes Conexa Saúde and Gympass)
* Office with easy access, close to Fradique Coutinho subway station
About Us
Vendah is building the future of social selling in Latin America.
We connect beauty, wellness, and personal care brands with a growing network of thousands of resellers who use WhatsApp as their primary sales channel. We help these women earn extra income by reselling products they believe in — to their personal networks, in a simple, accessible way supported by our technology.
Our model combines the power of word-of-mouth with technology and data to unlock a direct, scalable, and efficient sales channel for brands looking to grow outside traditional marketplaces.
Over 100,000 women have already passed through our platform. Now, we're looking for people who are eager to build something big, with real impact, and join our team.
Come help us transform social commerce.
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