At arenaflex, we're on a mission to revolutionize the way we interact with our customers, and we're looking for a talented Regulatory Compliance Manager to join our team. As a key member of our Shopper Cases group, you'll play a critical role in ensuring that our customer support processes are not only effective but also compliant with regulatory requirements.
In this exciting role, you'll have the opportunity to work with a small but dynamic team of legal experts who are responsible for handling customer complaints and related administrative requests in Latin America. You'll dive into our systems to research and understand the root causes of customer complaints, propose solutions (discounts, settlements, requests, etc.) to resolve those complaints, develop and improve our legal framework, and work with external counsel to ensure our legal defenses are valid, transparent, and successful.
**Job Responsibilities:**
* Manage a small team of legal experts handling all stages of customer complaints (PROCON, small claims, and general administrative requests) from intake, approval of records, ordering of data, examination of cases, data gathering, drafting responses, requests, and other relevant reports.
* Handle directly our agenda of customer guarantees and related administrative requests from all Latin American countries (Portuguese and Spanish-speaking).
* Develop and implement processes for preparing prosecution reports, including quarterly reports required for review and financial reporting.
* Work cross-functionally in close collaboration with teams of internal partners such as customer support, investigations and response, public policy, and litigation.
* While assessing cases, proactively use customer support tools and other internal resources necessary to investigate them.
* Engage, manage, and work closely with external counsel to define and enhance our strategy and legal approach, gather documentation, and review responses to ensure our responses are aligned with our system and culture.
* Maintain and update internal documentation, including case-specific records, as well as outlines of legal analysis.
* Organize, log, and maintain accurate data regarding the volume and types of customer complaints for the purpose of reporting and driving product and customer experience enhancements.
* Identify opportunities for automated data solutions, using prior data and reducing manual data entry/unnecessary duplication of data.
* Serve as a legal contact and collaborate with the Customer Support teams to research, gather insights, and draft responses to customer complaints filed in public-facing platforms (i.e., Reclame Aqui).
**Essential Qualifications:**
* Strong analytical and problem-solving skills, with the ability to work proactively, independently, and reliably with minimal direction but use good judgment to raise concerns when necessary.
* Proactive, innovative, and hands-on approach.
* Excellent communication skills (clear and concise), including the ability to explain complex information simply and effectively to various audiences.
* Ability to maintain a positive and useful demeanor in ambiguous situations and manage complex issues in a practical way.
* High level of interest and demonstrate the highest individual and professional standards of integrity and ethics.
* Ability to take a different path, be flexible, and complete tasks within tight deadlines.
* Familiarity with Portuguese, English, and Spanish is required for this role.
* Experience in people management is not necessary but is highly desirable.
**Preferred Qualifications:**
* Experience in a similar role or in a related field, such as customer support, law, or compliance.
* Knowledge of regulatory requirements and compliance frameworks in Latin America.
* Experience working with external counsel and managing external relationships.
* Familiarity with data analysis and reporting tools.
* Experience with process improvement and implementation.
**Work Environment and Company Culture:**
At arenaflex, we're committed to creating a work environment that's inclusive, diverse, and supportive. We believe that our employees are our greatest asset, and we're dedicated to providing them with the resources and opportunities they need to grow and succeed. Our company culture is built on a foundation of trust, respect, and open communication, and we're proud to be a leader in our industry.
**Compensation, Perks, and Benefits:**
We offer a competitive salary range of $20-30 per hour, depending on experience. We also provide a comprehensive benefits package, including health insurance, retirement savings, and paid time off. Additionally, we offer a range of perks and benefits, including flexible work arrangements, professional development opportunities, and a fun and supportive work environment.
**How to Apply:**
If you're a motivated and detail-oriented individual with a passion for regulatory compliance and customer support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!
Why Join arenaflex?
At arenaflex, we're on a mission to revolutionize the way we interact with our customers. We're a dynamic and innovative company that's committed to creating a work environment that's inclusive, diverse, and supportive. We believe that our employees are our greatest asset, and we're dedicated to providing them with the resources and opportunities they need to grow and succeed.
Our Values:
* Customer Focus: We're committed to providing our customers with the best possible experience. We listen to their needs, respond to their concerns, and strive to exceed their expectations.
* Integrity: We operate with the highest level of integrity, honesty, and transparency. We're committed to doing the right thing, even when it's difficult.
* Collaboration: We believe that collaboration is key to success. We work together as a team to achieve our goals, share our knowledge and expertise, and support each other in our roles.
* Innovation: We're a company that's always looking for new and better ways to do things. We encourage creativity, experimentation, and risk-taking, and we're committed to staying ahead of the curve.
Our Benefits:
* Competitive Salary: We offer a competitive salary range of $20-30 per hour, depending on experience.
* Comprehensive Benefits Package: We provide a comprehensive benefits package, including health insurance, retirement savings, and paid time off.
* Flexible Work Arrangements: We offer flexible work arrangements, including remote work options and flexible hours.
* Professional Development Opportunities: We're committed to helping our employees grow and develop in their careers. We offer training, mentorship, and opportunities for advancement.
* Fun and Supportive Work Environment: We're a fun and supportive work environment that's committed to creating a positive and inclusive culture.
How to Apply:
If you're a motivated and detail-oriented individual with a passion for regulatory compliance and customer support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!