Jr. Customer Support Analyst - OnAir

Only apply if:

• You are fluent in English (only English resumes will be reviewed)
• You can commute twice a week to our SP Office.

OPERATIVE OVERVIEW

Operative powers the business of media. With over 300 media companies as clients, $ 40 billion+ in revenue processed, and 25,000+ worldwide users, Operative accelerates revenue growth for the largest and most successful media companies. Our open, data-driven, and highly configurable architecture supports linear, digital, cross-media, and converged deals through our AOS platform. 

We have around 1,000 employees across 10 global offices. Our clients include FOX, NBC, HBO, CBS, and Disney. 

It's genuinely an exciting time to join Operative. Don't wait!

JOB SUMMARY

We are looking for a Junior Customer Support Analyst to deliver business-to-business application support with a strong focus on customer communication and relationship management. This role champions customer priorities, drives incidents to closure, and enhances the customer engagement experience. 

You will combine a solid technical foundation with 3+ years of direct customer-facing experience, demonstrating the ability to calm, reassure, and guide customers through complex challenges. This experience should reflect not only exposure to customers but also proven success in handling pressure, de-escalating tense situations, and maintaining customer confidence in their partnership with Operative. 

MAIN DUTIES AND RESPONSIBILITIES

• Receive, analyze, troubleshoot, replicate, and resolve customer issues post-implementation, aiming to support customer success, retention, and adoption of Operative products 
• Provide clear, empathetic, and professional communication to customers during all interactions, managing expectations and building trust 
• Respond rapidly to customer incidents within SLA requirements, ensuring customers feel heard and supported even when resolution requires collaboration with internal teams 
• Coordinate with internal teams (Product Management, Solutions, TechOps, Customer Success, Engineering) to address customer needs while maintaining ownership of the customer relationship 
• Demonstrate initiative, agility, and follow-through in resolving customer concerns 
• Represent Operative as a calm, confident, and reliable partner in challenging situations 
• Assist Senior Analysts and Leads while building your own expertise and customer-handling skills 
• Contribute to the support knowledge base and proactively share communication best practices 
• Support operational projects such as monitoring customer production environments 

COMPETENCIES

Required:

• Excellent written and verbal communication skills in English, with the ability to explain complex issues in simple terms 
• Strong interpersonal skills with 3+ years of demonstrated customer-facing experience in a technical support, SaaS, or service environment 
• Skilled at managing challenging conversations, de-escalating customer frustration, and maintaining trust 
• Proven ability to set expectations clearly and follow through with consistent updates 
• Exceptional customer service orientation—calm under pressure, empathetic, and solution-focused 
• Proactive attitude with strong follow-through 
• Detail-oriented and able to manage multiple priorities 
• Analytical skills to recreate defects in simulated environments 
• Strong Microsoft Excel knowledge 

Preferred:

• Knowledge of the software development life cycle 
• Experience with Digital Advertising, Online Publishing, or Interactive Media 

EDUCATION, CERTIFICATION, AND EXPERIENCE

Required:

• Technical background preferred, with ability to quickly learn complex systems 
• Experience with Internet products (SaaS) and technologies 
• 3+ years of customer-facing experience in a role where communication, expectation management, and conflict resolution were critical to success 

Preferred:

• Experience in media or advertising industries 

GENERAL

• These duties and responsibilities may be changed in accordance with the needs of the Company.
• This is not intended to be an exhaustive or exclusive list of duties. You may be required to carry out any other associated tasks to ensure the successful delivery of Operative’s objectives.
• Hours: 10:00 am – 7:00 pm (São Paulo's time)
• Office location: Sao Paulo. Hybrid work schedule (twice a week in the office)

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