Customer Support Specialist

Bonsai; Brasil; Teletrabalho; BRL 40 000 - 60 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Remote work set-up

All-expenses-paid team retreats

Resumo da oferta

A leading SaaS company is seeking a Customer Support Specialist to provide efficient support to small businesses. This remote position requires strong problem-solving skills, excellent communication, and the ability to work independently. You will contribute to the user experience by gathering feedback and improving platform resources. Join a passionate team making an impact on small businesses.

Qualificações

• 6+ months of experience in customer support or similar role, ideally within SaaS.
• Strong problem-solving skills and ability to troubleshoot technical issues.
• Excellent written and verbal English communication skills.
• Proactive mindset and initiative in problem-solving.

Responsabilidades

• Provide fast, friendly, and knowledgeable support via email and live chat.
• Gather feedback and collaborate with teams to improve the platform.
• Contribute to support articles and self-service resources.
• Identify areas to enhance support workflows.

Conhecimentos

Problem-solving skills

Written and verbal English communication

Familiarity with support tools

Ability to work independently

Ferramentas

Intercom

Zendesk

Excel

Google Sheets

Descrição da oferta de emprego

About Bonsai

Bonsai is the all-in-one platform helping agencies, consultancies, and professional service firms run and scale their operations. From lean 5-person studios to 100-person teams, thousands of businesses around the world rely on Bonsai to streamline their workflows and manage everything from proposals and contracts to time tracking, invoicing, finances, and even banking.

About Bonsai

Bonsai is the all-in-one platform helping agencies, consultancies, and professional service firms run and scale their operations. From lean 5-person studios to 100-person teams, thousands of businesses around the world rely on Bonsai to streamline their workflows and manage everything from proposals and contracts to time tracking, invoicing, finances, and even banking.

As the way we work evolves, so do the needs of modern service businesses. Admin and operations can quickly become a bottleneck to growth—Bonsai removes that friction, so teams can stay focused on delivering great work, not managing overhead.

We're profitable, growing fast, and backed by world-class investors including Y Combinator, Matrix Partners, and Index Ventures.

About The Role

Our customers are at the center of what we do and we're always trying to find better ways to serve them. As a Customer Support Specialist, you'll be the first point of contact for our users, ensuring they receive timely, friendly, and effective assistance. Your role will be to support small businesses in navigating the Bonsai platform, troubleshooting issues, and providing clear, helpful guidance.

You'll work closely with our Product, and Engineering teams to advocate for users, improve the customer experience, and contribute to the ongoing evolution of Bonsai's platform. Whether answering questions, troubleshooting problems, or sharing product insights, your goal is to empower customers and ensure they get the most out of Bonsai.

This role is perfect for someone who loves helping people, has strong problem-solving skills, and enjoys working in a fast-paced, scrappy environment.

Responsibilities

• Customer Support: Provide fast, friendly, and knowledgeable support via email and live chat
• Customer Advocacy: Gather feedback from users and collaborate with Product and Engineering teams to improve the platform
• Help Center & Documentation: Contribute to support articles, FAQs, and other resources to empower customers with self-service options
• Process Improvement: Identify areas to enhance our support workflows and ensure we provide an outstanding customer experience
  
  

Requirements

• 6+ months of experience in customer support, customer success, or a similar role, ideally within SaaS
• Strong problem-solving skills and the ability to troubleshoot technical issues
• Excellent written and verbal English communication skills, with a friendly and professional tone
• Ability to work independently in a remote setting while staying highly responsive and engaged
• Familiarity with support tools like Intercom, Zendesk, or similar platforms
• A proactive mindset—you anticipate issues before they arise and take initiative to solve them
• Experience with Excel/Google Sheets is a plus
  
  

Benefits

• Remote work set-up
• All-expenses-paid team retreats—our last retreat was in Lisbon
• The opportunity to work with a passionate, global team and make a real impact on small businesses

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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