Customer Support Specialist

Jobgether; Brasil; Teletrabalho; BRL 67 000 - 112 000; Tempo integral

Resumo da oferta

Jobgether is seeking a Customer Support Specialist based in Brazil to join a global team supporting enterprise customers on an innovative SaaS platform. You will handle tickets, coordinate with Engineering, Product, and Customer Success, and ensure timely, professional resolutions across time zones.

The role emphasizes strong communication, problem solving, and a proactive approach to improving support processes.

Qualificações

• 2–3 years of experience in customer-facing technical support or service desk roles.
• Experience supporting international B2B customers.
• Fluent written and spoken English.
• Working knowledge of third-party SaaS applications and troubleshooting.
• Hands-on experience with Jira, Zendesk, and Claude.

Responsabilidades

• Build and maintain relationships with key customer stakeholders and manage escalations.
• Monitor, prioritize, and manage support tickets in accordance with SLAs.
• Respond to inquiries and resolve first-level requests where possible.
• Escalate complex issues to Engineering, Product, and other teams with urgency and follow-up.
• Coordinate with the global Support team across time zones for smooth handoffs.
• Understand customer objectives to align product deliverables with business needs.
• Provide troubleshooting, explain product functionality, and deliver software training.
• Maintain accurate ticket records and support reporting with transparency.
• Develop knowledge of the evolving product, services, and company strategy.
• Communicate effectively with technical and non-technical stakeholders.

Conhecimentos

Enterprise SaaS support

English fluency

Cross-functional collaboration

Communication skills

Time management

Customer service mindset

Continuous learning

Regulated industries experience (pref)

Ferramentas

Jira

Zendesk

Claude AI

Descrição da oferta de emprego

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Specialist based in Brazil.

Join a global team dedicated to delivering exceptional support to enterprise customers through an innovative SaaS platform. As a Customer Support Specialist, you will serve as the primary point of contact for product, technical, and service-related inquiries, ensuring every issue is handled efficiently and professionally. You will manage support tickets, coordinate with Engineering, Product, and Customer Success teams, and maintain clear communication throughout the resolution process. Beyond resolving individual issues, you will identify recurring problems and contribute insights that improve support operations and the overall customer experience. Working across international time zones, you will build trusted relationships with stakeholders ranging from end users to senior leaders. This remote, full-time contractor opportunity is ideal for a customer-focused professional who thrives in a fast-paced, collaborative environment.

Accountabilities:

• Build strong relationships with key customer stakeholders, maintaining proactive communication and supporting high levels of customer satisfaction.
• Monitor, prioritize, assign, and manage customer-facing service desk tickets in accordance with established service-level agreements (SLAs).
• Respond to customer inquiries and complaints relating to products, services, and technical issues, resolving first-level requests whenever possible.
• Escalate complex issues to Engineering, Product, and other relevant teams, ensuring appropriate urgency and consistent follow-up until resolution.
• Coordinate with the global Customer Support team to ensure smooth handoffs between time zones and continuity of customer service.
• Work with Sales and Customer Success teams to understand customer objectives, align product deliverables with business needs, and identify potential commercial opportunities within existing accounts.
• Provide comprehensive support to customers and internal teams, including troubleshooting, explaining product functionality, assisting with configuration, and delivering software training.
• Maintain accurate support records and contribute to reporting efforts by keeping ticket information and customer updates current and transparent.
• Develop and maintain in-depth knowledge of the evolving product, services, systems, and company strategy.
• Communicate effectively with technical and non-technical stakeholders across Product, Development, Sales, and Customer Operations.
• Monitor incidents across staging and production environments, coordinating responses and escalating issues appropriately.
• Analyze support queues to identify recurring issues, trends, and opportunities for improvement, sharing actionable feedback with Product and Engineering teams.

The ideal candidate combines technical support experience with excellent communication, organization, and stakeholder management skills. You should be comfortable supporting international enterprise customers, handling competing priorities, and maintaining a calm, professional approach when resolving urgent issues.

Requirements:

• Professional experience: 2–3 years of experience in customer-facing technical support, service desk operations, or a delivery management role, ideally within enterprise SaaS.
• Enterprise customer support: Experience supporting international B2B customers, from end users to senior stakeholders.
• English proficiency: Fluency in written and spoken English, with the ability to communicate confidently and professionally with customers.
• Technical knowledge: Working knowledge of third-party SaaS applications and the ability to troubleshoot product and service-related issues.
• Support tools: Hands-on experience with customer support and productivity platforms such as Jira, Zendesk, and AI assistants such as Claude.
• Communication skills: Ability to explain technical concepts clearly to non-technical audiences through email, phone, and video calls.
• Organization and prioritization: Strong time management and organizational skills, with sound judgment when handling multiple urgent requests and competing deadlines.
• Cross-functional collaboration: Ability to coordinate across teams, influence stakeholders without direct authority, and ensure effective escalation and follow-up.
• Customer service mindset: Commitment to delivering consistently high-quality support in accordance with established processes and service guidelines.
• Continuous learning: Willingness to stay informed about evolving products, systems, and support practices.
• Preferred experience: Familiarity with customer training, project management methodologies such as Agile or Waterfall, or supporting customers in regulated industries.
• Application requirement: Submit an up-to-date CV in English, accompanied by a brief cover letter explaining your suitability for the role.
• Location requirement: Must be based in Brazil, as this is a remote position restricted to candidates residing in the country.

Benefits:

• Remote work: Work remotely from Brazil, with the flexibility to collaborate across international time zones.
• Work-life balance: A culture that values personal well-being, sustainable working practices, and respect for employees.
• International collaboration: Work alongside a global Customer Support team and collaborate with colleagues across multiple functions and time zones.
• Meaningful customer impact: Support well-known enterprise organizations and directly influence their product experience and satisfaction.
• Professional development: Build expertise in enterprise SaaS support, technical troubleshooting, customer operations, and cross-functional collaboration.
• Continuous learning: Develop your product knowledge and expand your skills through exposure to evolving software, systems, and AI-powered productivity tools.
• Collaborative culture: Join a team that values customer focus, ownership, commercial awareness, urgency, and shared success.
• Employment arrangement: Full-time contractor position.

We appreciate your interest and wish you the best!