Specialist in Planning & Performance - Customer Experience

Come make an impact on millions of Brazilians!

Want to make a real difference in the lives of millions? At RecargaPay, we build accessible and innovative financial solutions that transform the way people interact with money. Join us on this journey of impact and innovation, connecting people with opportunities that truly improve their everyday lives.

Our purpose is to deliver the best mobile payment experience for Brazilians, solving real problems with smart solutions like Pix Parcelado, always staying ahead of trends and focused on our customers’ needs. Here, we value collaboration, ownership, and a relentless drive for results—delivering excellence in every interaction.

If you're looking to be part of a dynamic environment that challenges the status quo and puts people at the heart of every decision, RecargaPay is the perfect place for you to grow, co-create, and make a meaningful impact!

We are looking for a Planning and Performance Specialist to join our Customer Experience team. We’re seeking someone who brings together strong business acumen, fast learning ability, intellectual curiosity, critical thinking, analytical skills, and technical expertise to develop sustainable and scalable solutions—always with a focus on impact and results.

In this role, you will play a key part in leading strategic projects, such as designing more efficient pricing models for our service partners and analyzing the current support profile to identify opportunities to boost productivity and enhance the customer experience.

Responsibilities:

• Lead, with focus and agility, the project to review the pricing model applied to outsourced customer service operations, proposing approaches that drive efficiency and productivity.
• Conduct studies on the current profile of customer service teams, identifying opportunities to improve the service structure and evaluate possible alternatives for operational setup.
• Perform benchmarking analyses and monitor CX market trends, with a focus on companies in the financial and technology sectors.
• Develop financial models and scenario simulations to support decision-making.
• Work collaboratively with areas such as Finance, Procurement, Legal, and Operations to ensure the feasibility of proposed solutions.
• Explore the use of artificial intelligence and automation to accelerate analyses and generate actionable insights for projects, as well as identify opportunities for AI and automation within the department.
• Participate in other Planning and Performance initiatives, with flexibility and a willingness to learn and quickly adapt to new contexts.
• Prepare executive presentations and supporting materials for department and company leadership.

• Bachelor’s degree in Business Administration, Engineering, Economics, Statistics, or related fields.
  Solid experience in planning, performance, strategy, or consulting, with a strong analytical and cost modeling background.
• Proven ability to lead complex projects under tight deadlines.
• Advanced proficiency in Excel / Google Sheets and familiarity with data visualization tools (such as QlikSense, Looker, Power BI, or similar).
• Business-oriented mindset focused on impact, with structured thinking and strong execution skills.
• Intellectual curiosity, creativity, and a genuine interest in innovation.
• High capacity for learning and adaptability in dynamic environments.
• Experience with artificial intelligence applied to analytical processes.

• Health and dental insurance with no co-pay;
• Life insurance;
• Flexible Meal Benefit – Flash card;
• TotalPass (wellness and fitness program);
• Home office allowance – monthly deposit via the RecargaPay app for personal use;
• Educational partnerships;
• Work from anywhere – your office is wherever you are.

Diversity & Inclusion

Diversity is part of our DNA, and we are constantly striving for greater representation and progress. We believe our employees should be true to themselves, and that's what makes them unique in their roles—regardless of gender, religion, disability, LGBTQI+ identity, ethnicity, generation, or diverse experiences. We're looking for authentic, free individuals to co-create a more inclusive and innovative company and society. Does that resonate with you?

Use of Your Data

By submitting a résumé with personal and professional information to participate in RecargaPay’s recruitment and selection process, the candidate acknowledges that their data will be used for necessary analysis and validation throughout the recruitment process and for potential hiring. The candidate also authorizes RecargaPay to share their résumé data with other companies within the RecargaPay group should opportunities aligned with their profile arise.

In compliance with Law 13.709/18 – the Brazilian General Data Protection Law (LGPD), candidates may request the update, correction, or modification of their information during the recruitment and selection process or request that their data not be used, in accordance with applicable legal terms.