Backoffice Specialist - Reclame Aqui

About the company

If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.

We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).

To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.

Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.

#LI-Hybrid

In this role, you'll be...

Atendimento Estratégico de Alta Complexidade: Realizar a gestão direta e a resposta pública de casos críticos (ex: WL - Golpe e Desconhecimento de Cobrança), garantindo que a fundamentação técnica e o lastro probatório sejam estabelecidos no primeiro contato;
Curadoria e Defesa Técnica: Analisar criticamente avaliações negativas e elaborar defesas complexas junto à plataforma Reclame AQUI, utilizando marcos regulatórios (Resoluções BACEN, CDC e Código Civil) para sustentar pedidos de moderação;
Saneamento de Árvore e Governança: Auditar a categorização de motivos de contato (CRs) realizada pela operação, identificando e corrigindo falhas de classificação (ex: MED_IN vs. Golpe) para garantir a integridade dos dados de Risco e Prevenção;
Mitigação de Passivo Jurídico: Atuar proativamente na resolução de conflitos administrativos com alto potencial de judicialização (JEC), utilizando teses de defesa para evitar a escalada de custos processuais;
Interface com AI Support (Ervilh.ia): Operar e retroalimentar ferramentas de Inteligência Artificial para otimização de macros públicas e cruzamento instantâneo de normas regulatórias;
Gestão de KPIs e Performance: Monitorar e reportar os indicadores de MSR (Taxa de Aceite), MCR (Taxa de Cobertura) e a evolução do Score Reputacional (MA) da marca.

We're eager to be in touch because you have...

Experiência Consolidada: +3 anos de atuação prévia com gestão de reputação e moderação no Reclame AQUI em empresas do setor financeiro ou pagamentos;
Expertise Regulatória: Domínio do Código de Defesa do Consumidor (CDC), LGPD e Resoluções do Banco Central (notadamente normas de IP e arranjos de pagamento);
Perfil Investigativo: Capacidade analítica para realizar auditoria de logs e lastro financeiro para detalhamento de transações complexas;
Certificação de Especialista Reclame aqui obrigatória

You'll love working at DiDi because...

We create user value
We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant and efficient.

We are data-driven
We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.

Win-win Collaboration
Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.

We believe in integrity
Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.

Growth
We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.

Diversity and Inclusion
Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.

Diversity & Inclusion

Diversity is not a vision of the future or something we wish to have one day, it is a non-negotiable value of who we are.

We practice inclusion, plurality, and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães. This part of our journey has been written, there remains a long road before us.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).