Customer Service Executive

Potentiam Ltd; Brasília; Híbrido; BRL 60.000 - 80.000; Tempo integral

Resumo da oferta

A leading AI solutions provider is seeking a Customer Services Executive in Brasília to enhance client experiences with their AI platform. Responsibilities include providing technical support, training clients, and managing client relationships. The ideal candidate should have 3+ years in client-facing roles, excellent English communication skills, and strong problem-solving abilities. This position offers a hybrid working model, unlimited holiday, and comprehensive benefits package.

Serviços

Hybrid working model

Unlimited holiday entitlement

Employee share options

Comprehensive health insurance

Qualificações

• 3+ years of experience in a client-facing or technical support role.
• Proven experience with large enterprise clients.
• C2 level English communication for non-native speakers.

Responsabilidades

• Respond to client inquiries via chat, email, and phone.
• Provide technical support for platform-related issues.
• Build and maintain strong relationships with key clients.
• Design and deliver product training sessions.
• Manage complex client projects with internal teams.

Conhecimentos

Excellent English communication skills

Technical problem-solving skills

Experience managing large enterprise clients

Ability to present technical concepts clearly

Proficient with CRM tools

Understanding of social media landscapes

Ferramentas

Salesforce

Jira

Trello

Descrição da oferta de emprego

About the Client :

Our client is revolutionising how businesses make decisions through the power of cutting‑edge artificial intelligence technology. Their mission is to empower organisations with data‑driven insights that enable smarter, faster, and more informed decision‑making.

They believe that true innovation flourishes in a diverse and inclusive environment, welcoming individuals from all backgrounds who bring unique perspectives, experiences, and skills to their collaborative and forward‑thinking workplace.

Industry : Artificial Intelligence | Data Analytics | Saa S

Purpose of the Role :

The Customer Services Executive serves as a key link between our client's organisation and its customers. This role is dedicated to deeply understanding client needs, optimising their experience with the company's AI‑powered platform, and ensuring they gain the full value from its products and services.

You will work with some of the company's largest and most complex clients, providing both consultative and technical support to help them achieve their business goals. Responsibilities include configuring products for maximum efficiency, delivering engaging client training, and proactively identifying opportunities for improvement and renewal.

The ideal candidate is a natural problem‑solver with strong technical skills, excellent communication abilities, and a passion for helping customers harness technology to drive success.

Duties and Responsibilities :

• Respond promptly and professionally to client inquiries across chat, email, and phone.
• Provide technical support for issues such as:
  • Login and access queries
  • Email delivery and content investigations
  • News article and publication analysis
  • Platform troubleshooting and bug reporting
• Data set analysis
• Build and maintain strong relationships with key clients, ensuring a high standard of service delivery.
• Design and deliver engaging product training sessions and onboarding programs.
• Proactively identify, investigate, and resolve client issues to enhance satisfaction and retention.
• Manage complex client projects, collaborating with internal teams including Sales, Customer Success, Implementation, and Product.
• Continuously review and improve client service processes and documentation.
• Advocate for client needs and feedback in product roadmap discussions.
• Maintain and update the client‑facing Help Centre to ensure relevance and accuracy.
• Mentor and support junior team members as needed.
• Willingness to work US hours (13h00–22h00 Lisbon time, weekdays).

Skills and Experience Required :

• Excellent English communication skills (C2 level for non‑native speakers).
• 3+ years of experience in a client‑facing or technical support role (e.g., Customer Support, Sales Engineer, Technical Account Manager).
• Proven experience managing large enterprise clients.
• Strong technical problem‑solving skills and attention to detail.
• Ability to present technical concepts clearly to non‑technical audiences.
• Confident working independently and collaboratively in a team environment.
• Experience using CRM and project management tools (e.g., Salesforce, Jira, Trello).
• Understanding of social media landscapes and APIs is an advantage.

Benefits :

• Hybrid working model – 2–3 remote days per week, with the flexibility to work fully remote during Summer and Winter blocks.
• Unlimited holiday entitlement.
• Employee share options.
• Comprehensive benefits package, including health insurance and meal allowance.

Location and hours : Sao Paulo I 10h00–19h00 in Brazil – Monday to Friday