Tech Stack
Job Description, Responsibilities & Requirements
About the Position
Ombudsman Analyst
Location: São Paulo, Brazil
Employment Type: Full-time
Remote: Yes
About The Job
As a member of the Ombudsman team at CloudWalk, you will play a crucial role in listening attentively to our customers, understanding their particularities, especially in more complex cases, and delivering practical and definitive solutions to their complaints and feedback.
Your role will require collaboration between the Legal and Customer Support Engineering (CSE) teams to ensure a customer journey based on excellence.
Responsibilities
- Receiving, handling, monitoring, and responding to customer demands;
- Interface with our customers through the Ombudsman contact channels (telephone and email);
- Drafting responses to Citizen's Demands Registration System (BACEN-RDR), consumidor.gov, and municipal and state PROCONs;
- Keeping tabs and managing administrative demands alongside our legal partners;
- Providing advice on customer-related situations to the Customer Support Engineering Team;
- Interfacing with other teams to align strategies and suggest improvements on products and processes.
Requirements
- Excellent written and oral communication skills;
- Excellent Portuguese communication;
- Intermediate English skills;
- High attention to detail;
- Strong organizational skills;
- Good analytical skills;
- Fast learning;
- Love for technology;
- Ability to be flexible to changing priorities in a fast-paced environment;
- Previous experience in Consumer law and conflict mediation will be considered a plus;
- Keen interest in learning and applying the latest technology to daily work is essential; knowledge and experience with GenAI (e.g., ChatGPT) is a plus;
- Experience in improving and automating customer service channels using AI, as well as supporting the implementation of new channels such as consumidor.gov, will also be considered a plus.
We Offer
At CloudWalk, we envision a future where AI empowers every field to reach new heights:
- People teams leveraging AI to transform talent acquisition and employee development.
- Marketing professionals creating data-driven, AI-powered campaign strategies.
- Customer Success teams enhancing client experiences with intelligent solutions.
- Risk analysts combining human expertise with AI to navigate complexities.
- Designers collaborating with AI to push creative boundaries.
About the Company
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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