Customer Service Representative (Brazil) (Remote)

Operations Army; Florianópolis; Teletrabalho; BRL 25.000 - 40.000; Tempo integral

Resumo da oferta

Join a leading technology company as a Customer Service Representative, where you'll play a vital role in enhancing user experience. This remote position requires strong communication skills and previous experience in software support. You'll assist customers in troubleshooting issues and contribute to internal documentation while working closely with a dedicated team.

Qualificações

• Prior experience in a software company.
• Strong written English communication skills.
• Familiarity with fast-growth SaaS products.

Responsabilidades

• Respond to customer inquiries via Slack, email, and ticketing systems.
• Collaborate with AI bots and escalate complex cases.
• Assist onboarding by guiding new customers.

Conhecimentos

Communication

Empathy

Problem-solving

Ferramentas

Slack

Pylon

Jira

Linear

Descrição da oferta de emprego

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Customer Support Representative (Remote)

About The Role

Youll be on the frontlines helping users troubleshoot issues, navigate the product, and find answers while working closely with our internal team to improve systems, documentation, and the overall customer experience. This is a critical role during our self-serve launch and will require strong communication skills, comfort with ambiguity, and a startup-level work ethic.

What You'll Do

• Monitor and respond to customer inquiries from shared Slack channels, support email, and ticketing systems (via Pylon or similar tools)
• Collaborate with AI support bots and escalate complex or sensitive cases for human review
• Maintain clear, empathetic, and efficient communication with users across various regions
• Help identify gaps in the knowledge base and contribute to internal documentation
• Assist with onboarding flows, including fielding first-time user questions and guiding new customers through the setup
• Coordinate with the core team during onboarding to learn processes before shifting into night coverage
  
  
  

What We're Looking For

• Prior experience working at a software company
• Strong written English and the ability to communicate with clarity, empathy, and professionalism
• Comfortable using tools like Slack, Intercom, Linear, Pylon, or similar ticketing/automation systems
• Experience working with startup or fast-growth SaaS products is highly preferred
  
  
  

Tools You'll Use

• Slack
• Pylon
• Jira
• Linear
  

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Technology, Information and Internet

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