Associate Counsel, Consumer Claims - LatAm

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The Role

As a company, we challenge industry norms by pushing one another to think creatively about complex questions. Our legal team is no exception. We think critically about the range of legal issues our business faces and act consistent with our dream team culture. We have a bias toward action, responsible attitude, collaborative work, and candid discussions by leaning into smart risks and taking ownership of bold decisions. Our culture is unique, and we live by our values, so we encourage learning more about it.

The opportunity
We are looking for an Associate Counsel for Consumer Claims in LatAm.  In this role, you will be part of our Legal team in LatAm responsible for litigation, consumer claims, and law enforcement in the region. You will handle a challenging docket of consumer claims in Brazil.  You will dive into our systems to investigate and understand the root cause of the claims filed by consumers, propose solutions (refunds, settlements, appeals, etc.) to resolve those claims, develop and enhance our framework, and manage outside counsel to ensure we employ the best legal strategy. The ideal candidate is a hands-on professional who combines relevant consumer law experience with a deep commitment to legal operations, scalable workflows, and data-driven automation. The position is based in São Paulo, Brazil.

Responsibilities
Your primary responsibility will be to directly handle consumer claims cases from intake to resolution. It includes managing the service of process and relevant documents, indexing information, investigating cases, liaising with cross-functional teams (i.e. customer service, investigations, product, engineering, etc), gathering evidence, drafting and reviewing responses, and aligning the strategies with your teammates and other stakeholders.
While reviewing the claims, you will proactively utilize customer service tools and other internal resources necessary to investigate them. You will also act as legal liaison and partner with the Customer Service teams to investigate, get insights, and draft responses to consumer complaints filed in public-facing sites (i.e., Consumidor.gov.br, Reclame Aqui, etc).
You will engage, manage, and work closely with outside counsel to gather documentation and review responses to ensure our responses are aligned with our strategy and culture.
Your scope also includes creating, maintaining, and updating internal documentation, including policies, playbooks, summaries of legal research, etc.
You will be expected to organize, log, and maintain accurate data regarding the volume and types of consumer claims for reporting purposes and to drive product and customer experience improvements; 
There will be opportunities for identifying, designing, testing, and implementing solutions for automating the existing processes and improving the overall consumer claims program. 

Requirements
3 to 7 years of legal practice (law firm and/or in-house team), with relevant experience in consumer claims litigation and/or legal operations.
Ability to work proactively, independently, and reliably with little guidance, using good judgment and analytical rigor to define priorities, escalate matters, and manage a high volume of requests with short turnaround times.
Excellent communication skills, including explaining complex information clearly and effectively to different audiences.
Think practically, look for innovative solutions at scale, having a mindset that processes can always be improved or eliminated if no longer relevant.
Be a team player. Maintain a positive and constructive attitude in ambiguous situations.
Flexibility to work across different time zones to connect with international teams.
Be fluent in Portuguese and English. Spanish is a plus. 
Have a great sense of humor.
 

We are an equal opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status or disability status.