Customer Experience Analyst I – Investigative & AI‑Enabled Complaint Resolution Specialist for a Leading Brazilian Super App

About brighthush

brighthush is a trailblazing fintech super app that is redefining how Brazilians and small‑to‑medium enterprises (SMEs) manage their everyday payments. By seamlessly integrating digital wallets, bill payments, peer‑to‑peer transfers, and merchant services into one intuitive platform, brighthush empowers users to control their finances with unprecedented convenience and security. Our mission is to democratize financial access, foster economic inclusion, and drive innovation across the digital economy.

With a rapidly growing user base that spans the entire country, brighthush is at the forefront of Brazil’s fintech revolution. We combine cutting‑edge technology, data‑driven insights, and a customer‑centric culture to deliver solutions that simplify complex financial tasks. Our team is composed of passionate, collaborative, and forward‑thinking professionals who thrive in a fast‑paced, high‑impact environment.

Why Join brighthush?

• Impactful Work: Your work will directly influence how millions of users experience our platform, ensuring that every interaction is smooth, secure, and satisfying.
• Innovation at Scale: We are pioneers in adopting generative AI, machine learning, and advanced analytics to enhance customer support and product development.
• Growth & Learning: brighthush offers structured career paths, mentorship programs, and continuous learning opportunities to help you evolve into a senior analyst, data scientist, or product strategist.
• Inclusive Culture: Diversity, equity, and inclusion are core values. We celebrate different perspectives and encourage open dialogue.
• Competitive Compensation: We provide a comprehensive benefits package that includes health, dental, vision, life insurance, flexible work arrangements, and performance bonuses.

Position Overview

As a Customer Experience Analyst I, you will be the first line of defense in resolving customer complaints across critical channels such as Ombudsman, regulated forums, and reputation platforms. You will leverage data analytics, investigative techniques, and emerging generative AI tools to uncover root causes, recommend process improvements, and ensure compliance with regulatory standards. This role is ideal for recent graduates or early‑career professionals who are passionate about customer advocacy, data‑driven problem solving, and continuous improvement.

Key Responsibilities

• Investigate Customer Complaints: Conduct thorough investigations of customer issues reported through Ombudsman, regulatory bodies, and reputation channels. Gather evidence, interview stakeholders, and document findings.
• Respond to Regulated Channels: Draft timely, accurate, and compliant responses to regulatory inquiries and customer complaints. Ensure all communications meet legal and internal policy requirements.
• Manage Case Portfolio: Maintain a prioritized backlog of cases, track progress, and ensure timely resolution. Use case management tools to monitor key metrics such as time‑to‑resolution and customer satisfaction scores.
• Analyze Trends & Patterns: Perform root‑cause analysis on recurring complaints. Identify systemic issues and propose actionable recommendations to product, engineering, and compliance teams.
• Leverage Generative AI: Experiment with AI‑powered tools to automate data extraction, sentiment analysis, and response drafting. Collaborate with the data science team to refine AI models.
• Collaborate Cross‑Functionally: Work closely with Customer Support, Product Management, Legal, and Risk teams to align on resolution strategies and policy updates.
• Continuous Improvement: Participate in process improvement initiatives, contribute to knowledge bases, and help develop training materials for new hires.

Essential Qualifications

• Completed or currently pursuing a bachelor’s degree in Business Administration, Law, Finance, or a related field.
• Strong written and verbal communication skills in Portuguese (both written and spoken).
• Demonstrated analytical and investigative mindset; ability to dissect complex problems and synthesize actionable insights.
• Experience or exposure to critical customer channels (Ombudsman, regulated or reputation platforms) is highly desirable.
• Ombudsman certification (Febraban) is considered a plus.
• Open-mindedness towards emerging technologies, especially generative AI, and a willingness to learn and experiment.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) and case management systems.

Preferred Qualifications

• Prior experience in a fintech or financial services environment.
• Knowledge of Brazilian regulatory frameworks (e.g., Banco Central, CNJ, ANVISA) and compliance best practices.
• Experience with data visualization tools such as Power BI, Tableau, or Looker.
• Familiarity with AI platforms (e.g., OpenAI, Hugging Face) and natural language processing concepts.
• Multilingual capabilities (English or Spanish) are a plus.

Core Skills & Competencies

• Analytical Thinking: Ability to interpret data, identify patterns, and derive insights that drive decision making.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and turning complaints into opportunities for improvement.
• Problem‑Solving: Creative and methodical approach to diagnosing issues and implementing solutions.
• Communication: Clear, concise, and persuasive written and verbal communication tailored to diverse audiences.
• Collaboration: Comfortable working in cross‑functional teams and building relationships across departments.
• Adaptability: Thrives in a dynamic environment, embraces change, and quickly learns new tools and processes.
• Ethical Judgment: Strong sense of integrity, confidentiality, and compliance with regulatory standards.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Experience Analyst I, you will have the opportunity to:

• Progress to a Senior Analyst or Lead Analyst role within 2–3 years, taking ownership of larger portfolios and strategic initiatives.
• Transition into data science, product management, or compliance roles by leveraging the analytical foundation you build here.
• Participate in our internal “Innovation Lab,” where you can propose and pilot AI solutions that enhance customer support.
• Attend industry conferences, webinars, and workshops funded by brighthush to stay ahead of fintech trends.
• Receive mentorship from senior leaders who are committed to your professional development.

Work Environment & Culture

brighthush fosters a culture of transparency, agility, and continuous improvement. Our remote-first model allows you to work from anywhere in Brazil while staying connected through weekly stand‑ups, virtual coffee chats, and collaborative tools. We celebrate achievements through quarterly awards, hackathons, and community outreach programs. Our core values—Customer Obsession, Innovation, Integrity, and Teamwork—guide every decision and interaction.

Compensation & Benefits

While specific figures are tailored to individual experience and market conditions, brighthush offers:

• Competitive base salary aligned with industry standards for entry‑level analysts.
• Performance‑based bonuses and stock‑option plans to reward long‑term contributions.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Life and disability coverage.
• Flexible work hours and a fully remote setup, eliminating commute stress.
• Paid time off, including vacation, sick leave, and public holidays.
• Professional development stipend for courses, certifications, and conferences.
• Wellness programs, including gym memberships and mental health resources.

How to Apply

If you are ready to make a tangible impact on millions of customers, thrive in a fast‑paced fintech environment, and grow your career with cutting‑edge technology, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Customer Experience Analyst I role at brighthush.