About the Role

As a Backoffice Agent (Reclame Aqui), you will be responsible for supporting the Reclame Aqui operation. This involves managing moderation and escalation workflows, ensuring process consistency, and coordinating with stakeholders to align operational priorities. You will also develop and deliver onboarding and training sessions for BPO analysts, with a focus on reinforcing process knowledge, best practices, and quality standards. Acting as the link between operations and supporting areas, you’ll help ensure smooth execution of daily routines and continuous improvement in response handling.

Responsibilities

• Manage moderation workflows through Reclame Aqui and Jira escalations to ensure timely and accurate case resolution;
• Coordinate with stakeholders and Product Owners to align on operational goals and priorities;
• Develop and deliver onboarding and process refresher training to maintain quality and consistency.

What you will bring:

• Bachelor's degree in Social Communication, Business Administration, Marketing, or related areas;
• Solid understanding of operational workflows and case management processes;
• Experience using Jira or similar ticketing/escalation systems;
• Strong communication and presentation skills;
• Ability to collaborate effectively with Product Owners and cross-functional stakeholders;
• A proactive attitude and sense of ownership over deliverables;
• Intermediate level of Business English.

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