About the Role
Nibo is on a mission to transform the way small and medium-sized businesses manage their finances, and our Customer Success team is at the heart of this revolution. We are looking for a dedicated and empathetic Customer Success Assistant to join our remote-first environment. In this role, you will be the bridge between our technology and our users, ensuring that every interaction adds value and simplifies their financial journey. If you are passionate about helping people succeed, possess high emotional intelligence, and want to build a career in a fast-growing fintech company that values innovation and human connection, this is the perfect opportunity for you. Our culture is built on transparency, results, and a relentless focus on providing the best experience for our community of accountants and entrepreneurs across the country.
Key Responsibilities- Manage the initial onboarding process for new users, ensuring they understand the core features and value propositions of the Nibo platform to achieve a quick time-to-value.
- Act as a trusted advisor and point of contact for clients, answering inquiries via chat, email, and video calls with a focus on resolution and satisfaction.
- Monitor customer health scores and engagement metrics to identify accounts at risk of churn, taking proactive steps to re-engage and retain them.
- Collaborate closely with the product and engineering teams by gathering and synthesizing customer feedback to influence the product roadmap.
- Conduct proactive check-in calls and success reviews to ensure clients are meeting their financial management goals using our software.
- Troubleshoot technical issues and guide users through platform updates or new feature rollouts with clarity and patience.
- Maintain an updated internal knowledge base and contribute to the creation of educational content such as FAQs, webinars, and tutorial videos.
- Track and report on key performance indicators including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and retention rates.
- Proven experience in customer service, customer success, or account management, preferably within a SaaS or Fintech environment.
- Excellent verbal and written communication skills in Portuguese, with a keen ability to explain complex financial concepts in a simple and accessible way.
- A resilient and problem-solving mindset, capable of handling challenging situations with grace and a positive attitude.
- Educational background in Business Administration, Accounting, Communications, or a related field is highly desirable.
- High degree of tech-savviness and familiarity with CRM tools (such as Salesforce, HubSpot, or Zendesk) and customer success platforms.
- Ability to work autonomously in a 100% remote setting, demonstrating strong time management and organizational skills.
- Basic understanding of financial management or accounting principles is a significant plus for helping our specific user base.
- Analytical skills to interpret data and trends to improve the overall customer journey and internal processes.
- Competitive salary under the CLT (Consolidao das Leis do Trabalho) regime, ensuring full labor rights and stability.
- Comprehensive health and dental insurance plans to ensure you and your family are well taken care of.
- Monthly remote work stipend to help cover home office costs, including internet and electricity.
- Flexible meal and food vouchers (VR/VA) provided via a versatile benefits card.
- A culture of continuous learning with access to internal training, workshops, and career development opportunities.
- Work-life balance promoted through a flexible schedule and a results-oriented remote work policy.
- Life insurance coverage and participation in the company's growth-related incentive programs.
- A collaborative and inclusive environment where your voice is heard and your contributions make a real impact on thousands of businesses.