Customer Service Representative (Brazil) (Remote)

OperationsArmy; Brasília; Teletrabalho; USD 40.000 - 60.000; Tempo integral

Resumo da oferta

A leading software company is seeking a fully remote Customer Service Representative to provide assistance during their self-serve launch. You will be responsible for helping users troubleshoot issues and ensuring a seamless onboarding process. The ideal candidate will have experience in customer support at a software company and exceptional English communication skills. Availability for weekend work is required.

Qualificações

• Previous experience in a customer support role at a software company.
• Familiarity with tools like Slack, Intercom, or Jira.

Responsabilidades

• Respond promptly to customer inquiries across various communication channels.
• Assist new users with onboarding and guide them through the setup.

Conhecimentos

Exceptional written communication skills in English

Ability to thrive in a remote setting

Previous customer support experience in a software company

Ferramentas

Slack

Jira

Pylon

Linear

Descrição da oferta de emprego

Fully Remote Customer Service Representative (Self-Serve SaaS)
(Weekend + Weekday Schedule)

Apply here: operationsarmy.com/application

Are you passionate about helping users succeed with innovative software? Join us on the frontlines as a Customer Service Representative during our exciting self-serve launch. You'll be the go-to resource for troubleshooting, guiding users, and enhancing the customer experience all while collaborating closely with a fast-moving internal team.

Role Overview

As a key member of our remote support team, you'll provide world-class assistance to self-serve users, ensuring their onboarding is seamless and their questions are resolved quickly and effectively. You'll work across multiple communication channels and support systems, helping shape our support function at a critical stage of growth.

Note:

This is a 100% remote, full-time role with a schedule that includes Saturdays, Sundays, and 3 weekdays. Candidates must be available to work on weekends.Note: This is a 100% remote, full-time role with a schedule that includes Saturdays, Sundays, and 3 weekdays. Candidates must be available to work on weekends.

What You'll Do

Customer Interaction & Issue Resolution

• Respond promptly to customer inquiries across Slack, support email, and ticketing systems (e.g., Pylon), while meeting SLA targets
• Collaborate with AI-powered bots, escalating complex or sensitive issues for human resolution as needed
• Communicate clearly, empathetically, and professionally with users from diverse backgrounds

Knowledge Sharing & Onboarding

• Assist new users with onboarding, answering first-time questions and guiding them through setup
• Identify knowledge gaps and contribute to internal documentation and help articles
• Coordinate with the core team during initial onboarding phases before transitioning to night shift coverage

What We're Looking For

Must-Have Experience

• Previous experience in a customer support role at a software company (startup or fast-growth SaaS strongly preferred)
• Exceptional written communication skills in English
• Familiarity with tools like Slack, Intercom, Linear, Jira, Pylon, or similar support and automation systems
• Ability to thrive in a remote setting with minimal oversight, embracing ambiguity and startup-paced work

Tools You'll Use

• Slack
• Pylon
• Jira
• Linear

Apply here: operationsarmy.com/application