Analista de Atendimento em Incentivo

Accountabilities:: Act as the functional focal point for incentive campaign mechanics within the Client Service team, developing strong knowledge of eligibility, scoring, calculation, and reward rules. Interpret campaign mechanics configured by technical teams, identifying gaps, inconsistencies, and potential issues in business rules and calculations. Train and support the Client Service team, ensuring they can accurately explain campaign mechanics and assist customers. Translate complex rules into clear documentation, FAQs, and support materials for service teams, campaigns, and customers. Serve as a bridge between support and technical teams by reporting identified gaps and following up on required corrections. Clarify questions from service teams and other departments regarding rules, calculations, and campaign mechanics. Functionally validate campaign mechanics from the customer and support perspective, identifying discrepancies without being responsible for technical configuration. Propose improvements and standardization of rules and communication to increase clarity, operational efficiency, and customer experience. Use spreadsheets and calculation checks to simulate and validate campaign results from a service perspective. Requirements Experience with incentive campaign mechanics, rewards programs, or loyalty programs is desirable. Previous experience in customer service, support, or operations involving business rules and result calculations. Currently pursuing a degree or technical program in Systems Analysis and Development, Information Systems, Computer Science, Information Technology Management, Production Engineering, Business Administration, Process Management, or a related field. Strong functional understanding of incentive and reward mechanics, including eligibility, scoring, calculation, and rewards. Ability to interpret business rules and scoring/calculation logic and identify inconsistencies or gaps. Good Excel and spreadsheet skills for calculation checking, simulations, and result validation. Ability to perform functional validation and communicate discrepancies or improvement opportunities clearly to technical teams. Strong analytical and logical thinking, with the ability to break down problems and structure consistent solutions. High attention to detail and precision when working with rules, calculations, and campaign data. Excellent communication skills, particularly the ability to explain complex rules clearly to different audiences. Proactive problem-solving approach, with the ability to anticipate risks and resolve discrepancies. Strong collaborative skills and the ability to work effectively with Campaigns, Client Service, and Data teams. Benefits Fully remote work model. Legal-person (PJ) employment arrangement. Open opportunity for people with disabilities (PwD). iFood Benefits Card valued at R$895 per month. TotalPass access to a nationwide network of gyms. Conexa telehealth services, including medical, psychological, and nutritional support. Avus discounts on pharmacies, medical consultations, and laboratory tests. Internal incentive program. Structured performance evaluations with clear feedback on professional development. Defined career path to support long-term growth. Frequent training and learning opportunities.