Customer Success Analyst

• Vaga 100% presencial em São Paulo, SP (região da Vila Olímpia)
• Inglês avançado
• Chinês será considerado um diferencial
• Please readuntil the end, before sending your message

About FalaBoss

FalaBoss ispart of Kanzhun Ltd., thecompany 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.

Youwill 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, developingSOPs, identifying opportunities for automation, andhelping 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 memberswhen needed.

Responsibilities

Customer Success & Employer Operations

• Own relationships and follow-ups withemployers throughout their journey on FalaBoss.
• Ensure employers are successfully onboarded and progress through activation, engagement, andhiring milestones.
• Follow up on candidate quality, hiring progress, platform usage, and overall customer experience.
• Identifycustomer 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 teamsto 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 sourcingperformance, 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, orjob 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 andcandidate 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 patternsin employer and candidatebehavior and communicate actionable insights to Customer Success and Product teams.
• Helpcollect, organize, and prioritize customer feedbackand 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 improveSOPs, playbooks, and operational processes.
• Develop scalable workflows as FalaBoss’s customer and user base grows.
• Identify repetitive manual activities that can be stan