Customer Success Analyst - Mid Level

1. Vaga 100% presencial em São Paulo, SP (região da Vila Olímpia)

2. Inglês avançado

3. Chinês será considerado um diferencial

4. Please read until the end, before sending your message 

About FalaBoss

FalaBoss is part of Kanzhun Ltd., the company behind Boss Zhipin—one of the world’s leading AI-powered recruitment platforms. We are launching a new recruitment app localized in Brazil, bringing a new, direct, and efficient hiring model to the market.

About the Role

We’re looking for a proactive, organized, and hands-on Mid-Level Customer Success Analyst to take ownership of key Customer Success and recruitment operations at FalaBoss.

You will work directly with employers, candidates, and internal teams to improve activation, engagement, candidate sourcing, hiring outcomes, and the overall customer experience. You will also analyze operational and customer data, identify trends and bottlenecks, and translate insights into actionable improvements.

As the platform grows, you will help make our Customer Success operation more scalable by improving processes, developing SOPs, identifying opportunities for automation, and helping the team make better decisions based on data.

You will work closely with Customer Success, Product, Marketing, Growth, SGP, and Data teams and provide day-to-day guidance to Junior team members when needed.

ResponsibilitiesCustomer Success & Employer Operations

• Own relationships and follow-ups with employers throughout their journey on FalaBoss.

• Ensure employers are successfully onboarded and progress through activation, engagement, and hiring milestones.

• Follow up on candidate quality, hiring progress, platform usage, and overall customer experience.

• Identify customer needs, blockers, churn risks, and opportunities for increased engagement.

• Handle more complex customer questions and operational issues.

• Proactively follow up when candidates are not receiving timely responses or additional action is required.

• Coordinate with SGPs and internal teams to resolve customer issues and support employer hiring needs.

• Identify opportunities to improve employer activation, engagement, and retention.

Candidate Acquisition & Sourcing

• Manage candidate sourcing initiatives based on employer hiring needs.

• Publish selected job advertisements on external channels such as LinkedIn.

• Review candidate applications and evaluate profiles against specific hiring requirements.

• Conduct more challenging sourcing activities using LinkedIn, LinkedIn Recruiter, and other recruitment tools.

• Contact qualified candidates and invite them to join FalaBoss.

• Monitor sourcing performance, candidate engagement, and conversion.

• Identify when additional candidates are needed and adjust sourcing strategies accordingly.

• Analyze candidate quality and sourcing results to recommend improvements.

• Monitor candidate and recruiter engagement throughout the hiring process.

Job Performance & Recruitment Operations

• Monitor job performance, candidate engagement, and sourcing results.

• Identify underperforming jobs and recommend appropriate actions, such as additional sourcing, promotion, employer follow-up, or job optimization.

• Analyze job and candidate activity to identify opportunities to improve hiring outcomes.

• Review job postings and identify inappropriate, misleading, or potentially non-compliant content.

• Support different job promotion and candidate sourcing strategies based on performance.

• Identify operational bottlenecks throughout the employer and candidate hiring journey.

Customer Experience & Product Feedback

• Identify bugs, usability issues, and customer pain points while using the platform.

• Investigate recurring customer and operational issues.

• Identify patterns in employer and candidate behavior and communicate actionable insights to Customer Success and Product teams.

• Help collect, organize, and prioritize customer feedback and feature requests.

• Report and follow up on product issues that affect the customer experience.

• Help test new features and provide feedback from an operational and customer perspective.

• Work with Product and other internal teams to help identify solutions to recurring problems.

Data, Metrics & Insights

• Analyze employer and candidate behavior to identify trends, opportunities, and risks.

• Segment employers and users based on behavioral and engagement patterns.

• Track candidate sourcing performance and conversion.

• Identify changes in user behavior and investigate the underlying causes.

• Assist identifying data inconsistencies and work with Data/Product teams to improve metric definitions and reporting accuracy.

Process Improvement & Operations

• Identify opportunities to simplify, improve, or automate recurring processes.

• Create and improve SOPs, playbooks, and operational processes.

• Develop scalable workflows as FalaBoss’s customer and user base grows.

• Identify repetitive manual activities that can be standardized or automated.

• Support internal projects focused on operational efficiency and customer experience.

• Help establish best practices across Customer Success and recruitment operations.

Team Collaboration & Guidance

• Work closely with Customer Success, Marketing, Product, Growth, SGP, and Data teams.

• Provide day-to-day guidance to Junior Analysts on operational processes and recurring activities.

• Share knowledge, best practices, and customer insights with the team.

• Review operational work and provide guidance when needed.

• Represent FalaBoss at external events, job fairs, networking events, and community initiatives when needed.

Requirements

• Bachelor’s degree completed or in progress.

• 2–4 years of relevant experience in Customer Success, Customer Support, Recruitment, HR, Operations, SaaS, or a related field.

• Previous experience working directly with customers or users.

• Experience analyzing operational or customer data and translating findings into actions.

• Strong communication and interpersonal skills.

• Strong organizational skills and attention to detail.

• Good analytical and problem-solving skills.

• Ability to independently manage multiple priorities and follow through on tasks.

• Comfortable making decisions based on established guidelines while knowing when to escalate complex cases.

• Proactive and hands-on approach.

• Ability to work in a fast-paced startup environment with changing priorities.

• Comfortable working cross-functionally with different teams.

Nice to Have

• Experience in Customer Success Operations, Recruitment Operations, Talent Acquisition, HR Tech, SaaS, or marketplaces.

• Experience with LinkedIn, LinkedIn Recruiter, or other recruitment platforms.

• Experience with candidate sourcing and profile screening.

• Experience using HubSpot or other CRM platforms.

• Intermediate-to-advanced spreadsheet skills.

• Experience analyzing operational or customer data.

• Experience creating or improving SOPs and operational processes.

• Experience collaborating with Product, Data, or Engineering teams on user feedback or operational improvements.

• Experience in a startup or high-growth technology company.

• Comfortable using Google Workspace and Slack.

• Interest in technology, AI, and AI-powered recruitment products.

If you identify yourself with this position, please send me a message and answer these two questions: 

1. What accomplishment are you most proud of in your current or most recent job ? What was your specific role in making it happen?

2. Looking at your experience and skills, where do you think you could contribute the most to what we’re building here?