Pismo

We've been building since day one a diverse and ready to cross the oceans team and mindset with the most innovative professionals in their field. We are not only committed to delivering cutting-edge solutions to help our clients build their products. We want to promote change in how the world deals with financial services and impact millions of lives.

We are a Remote-first company, so yes, you can work pretty much from anywhere. But if you still need to go to the office every now and then, we currently have four offices located in Brazil (São Paulo), The USA (Austin), The UK (Bristol) and Singapore.

Investors

We are backed by some of the most prominent investment companies in the market, such as SoftBank, Amazon, Accel, B3, Falabella Ventures, Headline, PruVen and Redpoint eventures.

Read our Series B announcement here.

Summary

Governance is responsible for designing, reviewing, and delivering processes and tools to support customer's operations.

Our goal is to provide excellent support tools and processes, which include fluid communication between teams, clear metrics and visibility, an optimized toolset, continuous improvement (incidents, change management, etc.), and decision-making support.

What you'll do

Configure and customize the tools necessary to support processes and metrics such as Jira, StatusPage, Monday, among others;
Evaluate and support system users;
Monitor and continuously improve the customer support process and policies;
Collaborate in updating and reviewing governance policies and guidelines, ensuring that documentation is aligned with established standards;
Identify quality gaps within the team, develop support materials, and promote training to minimize these gaps.
Proactively monitor ticket queues to monitor quality and identify opportunities for process improvements.
Ensure the pursuit of innovation and continuous improvement of processes and tools.

Minimum Qualifications

Previous experience in Jira (Atlassian Products).
Familiarity with the leading ITSM platforms and solutions, such as Jira Service Management, Jira Software, Opsgenie, and Zendesk.
Ability to configure and customize ITSM tools according to the organization's processes. This may involve creating a workflow, request form, service catalogs, and automation, among other things.
Competence in the administration and maintenance of ITSM platforms, including permissions, integrations with other systems, software updates, and technical problem resolution.
Familiarity with customer support processes, governance structures, and relevant tools.
Ability to collaborate with cross-functional teams to improve processes.
Familiarity with analysis and creation of related KPIs.
Advanced English.

Core Benefits

Remote work
Flexible hours
Gympass
Meal & Food vouchers
Remote work financial support
Life Insurance
Medical and Dental Assistance
Employee child care benefit: daycare
Vidalink partnership
Day off (Birthday)
Support for studying languages
50% off AWS and GCP certifications

Our core values

Responsibility & Commitment

Responsibility and Commitment are key tenets of Pismo's business. In all of our interactions, ethics and honesty serve as guiding principles. Transparency and alignment are essential at Pismo to foster a culture of accountability where people do not take shortcuts and dare to be vulnerable. We encourage ownership and enable our employees to be a part of the solution to our challenges.

Challenging the Status Quo to Drive Change

Pismo is a disruptive company that knows we can’t count on what got us here to get us where we want to go. Instead of following trends, our team members create them. We strive for the best solution for every situation, not the easiest. Taking the ordinary or common sense route is insufficient. This is how we affect real change.

Minimum Friction Experience

Pismo's success depends on fluid, clear, and careful internal and external communication. Our solutions should address issues directly rather than causing new ones. We understand that learning and development is a positive outcome of necessary friction. We want our customers and employees to have a pleasant experience free of bureaucracy.

Collective Power

Pismo isn't simply mine, yours, or some other team's. All of our people have a good purpose for being here. Each of us, in our way, has the freedom to be ourselves and know we are accepted. Pismo values being a multicultural organisation. We are stronger, more efficient, and happier when we operate as a team.

Delivering Value and Excellence

Constant development is essential as it allows us to supply high-quality products and services while ensuring that we always bring value to our clients. Pismo recognises the importance of new information in breaking down boundaries and forging new possibilities. We pave the way and set trends by developing market-leading solutions.

Focus on People

People are a company's most valuable asset. That is why we prioritise attracting and hiring the best people, followed by personal and professional development. We invest in people's growth and empower them to take charge of their careers. We value work-life balance because we understand how difficult it can be to distinguish between work and life.

Pismo is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Pismo does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. Pismo also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

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Governance Analyst II