Customer Service Representative (Brazil) (Remote)

OperationsArmy; Brasil; Teletrabalho; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

Join a leading company as a fully remote Customer Support Specialist for a self-serve SaaS launch. You'll be integral in assisting users, resolving inquiries, and enhancing their experience while collaborating with a dynamic internal team. Ideal for candidates with a passion for customer success and exceptional communication skills.

Qualificações

• Experience in customer support at a SaaS company preferred.
• Exceptional written English communication skills.
• Ability to work independently in a remote environment.

Responsabilidades

• Respond to customer inquiries promptly across multiple platforms.
• Assist users with onboarding and troubleshooting.
• Contribute to internal documentation and improve user support.

Conhecimentos

Written communication in English

Customer interaction

Problem-solving

Ferramentas

Slack

Pylon

Jira

Linear

Descrição da oferta de emprego

Fully Remote Customer Support Specialist (Self-Serve SaaS)

Are you passionate about helping users succeed with innovative software? Join us on the frontlines as a Customer Support Specialist 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.

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