Customer Experience Specialist

Build the future of payments with AI, Pix & Open Finance

Type: Full-Time

Language: English

Location: São Paulo, Brazil (Hybrid)

Reports to: CPO/Product Manager

The Company

Nova is building a new generation payment network (i.e. reinventing Visa/Mastercard) using AI on top of Pix and Open Finance.

Its first product is a B2C digital wallet that functions as an infrastructure bridge between traditional credit cards and Pix, allowing consumers to use their existing credit card limits anywhere, even to pay Pix and Boletos in installments.

The company was founded by an elite team of fintech veterans and has had top-tier venture capital investors (Monashees, Canary, Canaan and Propel) since its inception.

We recently raised a large Series A and are now assembling a small team of exceptional experienced professionals to build, launch and grow its next generation of products.

The Role

We’re looking for a Customer Experience Specialist to own how Nova shows up for its customers, from the first support message to the public review that comes after it.

This role goes beyond basic ticket handling. Our first line of support is an AI agent, and a big part of your role is making it better every week: finding where it fails, feeding it the right answers, and stepping in yourself when a human is genuinely needed.

You'll own everything around it — our reputation on the App Store, Google Play and ReclameAqui, proactive outreach when a customer’s situation calls for it, and bringing what you hear back to Product and Marketing so we fix the root cause.

You’ll be the voice of the customer inside a small, fast-moving fintech team, with real ownership from day one.

This role is perfect for someone who:

• Is genuinely obsessed with customer satisfaction
• Uses AI to work better and faster, not just because it’s trendy
• Wants to build a support operation, not just staff one

Key Responsibilities

• Develop our AI support agent: continuously improve the AI agent that handles our first line of support — reviewing conversations, identifying gaps and failure cases, refining answers and knowledge base content, and raising the share of cases resolved without human help;
• Handle escalations: personally respond to the cases where a human is required, with care, accuracy and speed;
• Own our public reputation: monitor and respond across App Store, Google Play and ReclameAqui, and be accountable for our scores and response times on those channels;
• Proactive outreach: reach out directly to customers in specific situations — failed payments, incidents, high-value or at-risk users — before they have to come to us;
• Lead the Monthly Customer Support Meeting: prepare the data, surface the main pain points and trends, and drive follow-ups to completion;
• Work side-by-side with Product Managers and Marketing: turn support signal into product fixes and clearer communication, and make sure customer-facing messaging matches what customers actually experience;
• Keep things organized: support macros, help center content, processes and metrics — documented and up to date.

The Qualifications

Required:

• Obsessed with customer satisfaction — you take it personally when someone has a bad experience;
• Excellent Portuguese writing & communication skills — clear, warm and firm in the same message;
• Great verbal communication — comfortable on the phone, on a call, and in front of the team. You'll be leading initiatives and reporting;
• Comfortable with English (intermediate is enough — we work internally in English);
• AI Native and Enthusiast: you already use AI tools to make your own work better and more efficient (ChatGPT, Claude, Gemini, etc.), and you’re excited about shaping an AI agent rather than competing with it;
• Organized and autonomous — you can own a process end to end without being chased;
• Strong team player, curious and proactive.

Preferred:

• Previous experience in customer support, customer success or customer experience — ideally in fintech, banking or a high-volume consumer app;
• Familiarity with support tooling (Intercom, Zendesk or similar) and reputation channels (ReclameAqui, app store reviews);
• Comfort with data: able to pull, read and present support metrics (volume, CSAT, first response time, resolution rate);
• Experience dealing with sensitive topics — payments, charges, fraud, disputes;
• Fast learner who thrives in dynamic, ambitious environments.

How You Work

• Collaborative: open, communicative, team-oriented
• Customer-obsessed: you listen closely and follow through
• AI Native: you automate the repetitive so you can focus on what matters
• Ambitious: eager to grow quickly and deliver impact
• Owner mindset: you fix the root cause, not just the ticket

Other Requirements

• Location: 3x per week (Tue, Wed, Thu) at our office in São Paulo
• English mandatory

The Offer Package

• Model: PJ
• Compensation: aggressive salary
• Stock Option: aggressive stock option grants
• Other Benefits: premium health insurance, flexible hours, paid vacations and Wellhub

If you're excited about building the rails of the next generation payment network alongside a small team of high-caliber, highly motivated professionals, we'd love to hear from you.