Assistente de Atendimento ao Cliente

About the Role

Stone is seeking a dedicated Customer Service Assistant to join Vitta, our specialized health and insurance vertical. As part of a leading financial technology company listed on NASDAQ, you will play a pivotal role in delivering excellence to our clients while contributing to a mission-driven team that values innovation, speed, and empathy. This 100% remote position offers the chance to work in a high-growth environment where the client is the center of everything we do.

• Provide high-quality customer support through multiple communication channels, including chat, phone, and email, ensuring a clear and welcoming experience.
• Manage the end-to-end lifecycle of customer requests, from initial registration to tracking and final resolution of doubts or complaints.
• Act as a strategic bridge between the customer and internal departments, escalating complex demands to the appropriate teams while maintaining ownership of the outcome.
• Maintain high standards of productivity and quality, consistently meeting established KPIs and service level agreements (SLAs).
• Identify recurring pain points in the customer journey and propose proactive improvements to internal processes.
• Ensure all interactions are documented accurately in the CRM to maintain data integrity and service continuity.

• High School Diploma (Ensino Médio completo) is required.
• Exceptional communication skills with the ability to convey complex information simply and effectively.
• Strong sense of ownership (Cabeça de Dono) and a proactive approach to problem-solving.
• Ability to thrive in a fast-paced, collaborative team environment.
• Resilience and discipline to work remotely while maintaining high levels of engagement.
• Flexibility to work a 5x2 shift schedule, which includes alternating weekends and a fixed timeframe of 10:00 AM to 7:00 PM.
• A genuine passion for helping people and a desire to disrupt the healthcare industry in Brazil.

• Competitive fixed salary with additional variable compensation and Profit Sharing (PLR) opportunities.
• Comprehensive Health and Dental plans, including a 24/7 Digital Hospital with a multidisciplinary medical team.
• Flexible Meal and Food vouchers via Flash or Pluxee to suit your lifestyle.
• Home Office allowance to support your remote workspace setup.
• Family-centric benefits including Childcare Assistance (for children up to 5 years and 11 months) and a New Parent Welcome Kit.
• Wellness support through Wellhub (Gympass), TotalPass, and the Acolhe360º emotional support program.
• Continuous professional development through the Studa internal platform and the Stone Library.
• Lifestyle perks such as Birthday Day Off, Pet Club, and Férias&Co for travel planning.

Stone and Vitta are inclusive employers. We encourage applications from all qualified individuals, including people with disabilities, as we strive to build a team as diverse as the entrepreneurs we serve.

Required Skills