Ombudsman Analyst I

About CloudWalk:

We are not just another fintech unicorn. We are a pack of dreamers, makers, and tech enthusiasts building the future of payments. With millions of happy customers and a hunger for innovation, we're now expanding our neural network - literally and metaphorically.

This is not just another job. We’re looking for extraordinary people who are passionate about leveraging AI and cutting-edge technology to transform their fields. Whether you’re designing user experiences, building strategic marketing campaigns, analyzing risk, enhancing customer success, or driving operational excellence, there’s a place for you to thrive and make an impact with us.

About The Job

As a member of the Ombudsman team, you will help us to listen attentively to the customer, in order to understand their particularities, especially in more complex cases, delivering practical and definitive solutions to their complaints and feedbacks.

Your job will require collaboration between the Legal and CSE teams to ensure a customer journey based on excellence.

What You'll Be Doing:

• 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) 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 improvement on products and processes.

What You Need To Succeed:

• Excellent written and oral communication skills;

• Excellent Portuguese communication;

• Intermediary English skills;

• High attention to details;

• 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) will also be considered a plus.

The Future We See:

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.

Join us at CloudWalk, where we’re not just engineering solutions; we’re building a smarter, AI-driven future for payments—together.