Analista de Experiência do Cliente | Nota Fiscal

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Analista de Experiência do Cliente | Nota Fiscal based in Brazil.

This role is focused on delivering high-quality technical support for customers using electronic service invoicing solutions (NFS-e).
You will investigate emission errors, municipal rejections, integrations, and system instabilities, taking ownership of cases from diagnosis through resolution.
The position combines customer service, technical troubleshooting, and fiscal knowledge in a technology-driven environment.
You will work closely with internal technical support teams, product teams, integrators, suppliers, and external partners.
Beyond resolving individual issues, you will identify recurring problems and contribute to better processes, documentation, and products.
Your work will directly impact customer satisfaction, operational efficiency, and the reliability of electronic invoicing workflows.
The role is fully remote, collaborative, and suited to someone who enjoys solving problems and helping customers succeed.

Accountabilities

• Provide technical support to customers regarding questions, issues, and processes related to electronic service invoices (NFS-e).
• Investigate the root causes of invoice issuance errors and municipal rejections, managing cases independently from initial analysis through resolution.
• Perform daily proactive and preventive customer outreach to address pending issues and communicate about issuance instabilities.
• Coordinate with internal Technical Support, integration partners, suppliers, and other stakeholders, following cases through to final resolution.
• Register customer interactions and document technical investigations accurately, ensuring traceability and organization of the support queue.
• Identify recurring failures and recommend improvements to processes, documentation, and the invoicing product.
• Contribute to the creation of support materials and assist with training internal teams on relevant fiscal and operational processes.
• Monitor operational targets and performance indicators, contributing to the achievement of the team's service goals.

Requirements

• High school diploma or equivalent.
• Professional experience in customer service or technical support within technology companies, fintechs, SaaS platforms, ERPs, or similar environments.
• Practical knowledge of NFS-e, including issuance, cancellation, consultation, and common errors or rejection scenarios.
• Experience using customer service and ticketing platforms on a daily basis.
• Strong analytical and problem-solving skills, with the ability to investigate technical issues and identify root causes.
• Clear and empathetic communication skills, particularly when explaining technical or fiscal matters to customers.
• Ability to work with autonomy while collaborating effectively with technical, product, and external partner teams.
• Organization and attention to detail for documenting cases, monitoring pending issues, and maintaining accurate records.
• Familiarity with the structure and potential impact of Brazil's Tax Reform on electronic invoicing is a plus.
• Experience supporting tax-invoicing systems or NFS-e integration platforms is desirable.
• Experience opening and following up on technical tickets with integration partners, external portals, or municipal authorities is an advantage.

Benefits

• Fully remote work model.
• CLT employment contract.
• Monday to Friday schedule, 8 hours per day, with Saturdays not requiring compensation.
• Medical and dental insurance with no copayment.
• Life insurance.
• Flexible food allowance through a Visa card.
• Medication assistance and support for physical activities.
• Free teletherapy or nutritionist sessions, with up to 4 sessions per month.
• Childcare assistance and extended maternity and paternity leave.
• Parental support program.
• Education assistance covering 70% of eligible undergraduate programs, language courses, and selected courses and books.
• Access to an internal training platform.
• Home-office allowance and work equipment.
• Furniture assistance and access to coworking spaces through a partner network.
• Birthday month day off.
• Happy Hour allowance and employee referral bonuses.
• Annual performance-based bonus.
• Stock Options plan.
• Casual and flexible work environment.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1