EBANX · Oct 2020 to Nov 2022
Customer Experience could not scale one new hire at a time.
After teaching myself product through courses, certifications, meetups, and books, I joined EBANX in my first formal Product Manager role. I worked inside Customer Experience to build self-service products for merchants and end users across Latin America.
- Role
- Product Manager, Experience and Efficiency
- Period
- Oct 2020 to Nov 2022
The problem
EBANX was growing close to 30% per month. The CX team could not add people at the same rate. Across nine different Help Centers localized by LATAM countries, we needed to help end users resolve payment issues safely and efficiently.
What I did
- 01
Built payment and refund consulting features, including the Payment Timeline and a Zendesk-based ticket lookup, so end users could track payments, refunds, due dates, boletos, updates, and open support cases.
- 02
Launched an AI chatbot powered by NLP and integrated with EBANX APIs so users could check payments, payment methods, and refunds inside the conversation.
- 03
Redesigned the refund API and flow, first with Shopee and later with other merchants, using Pix keys to replace a slow and error-prone bank transfer form.
- 04
Standardized transactional emails across Latin American markets and payment methods with a shared design system, making critical information clearer, safer, and more consistent.
Result
Together, these products increased the self-service rate by 60 percentage points. The new refund flow reduced operational payment costs and moved the average payment SLA from days to minutes.