Customer Support Specialist

EnterpriseAlumni; São Paulo; A distancia; BRL 60.000 - 100.000; Jornada completa

Descripción de la vacante

EnterpriseAlumni is seeking a Customer Support Specialist to own the day-to-day support experience for enterprise customers. You will be their first point of contact for product, technical and service questions, and ensure issues are resolved quickly and clearly to the standard our clients expect.

Working within a global Customer Support team across multiple time zones, you will triage tickets within SLA, coordinate across Engineering, Product and Customer Success to bring urgency to each issue

Formación

• 2–3 years in a customer-facing technical support or service desk role in enterprise SaaS.
• Experience supporting international B2B customers at all levels, from end users to senior stakeholders.
• Fluent written and spoken English communication.
• Working knowledge of third-party SaaS stack applications.
• Strong organizational, prioritization and time management skills.
• Clear, confident communication with both technical and non-technical audiences.

Responsabilidades

• Establish strong relationships with key customer stakeholders and maintain consistent communication to drive high satisfaction.
• Monitor and action customer-facing service desk tickets within SLAs; reply to customers and escalate as needed.
• Handle all customer contacts regarding product, services, and technical issues at first level.
• Collaborate with global Support team to ensure smooth handoffs across time zones.
• Partner with Sales and Customer Success to identify commercial opportunities within active accounts.
• Provide multi-faceted support including problem resolution, product explanation, training, and troubleshooting.

Conocimientos

Fluent English

Team coordination

SaaS support

Communication

Time management

Herramientas

Jira

Zendesk

Claude AI

Descripción del empleo

This role, although remote, is based in Brazil.

About EnterpriseAlumni

EnterpriseAlumni isn't your average software company. We're a market-leading provider of Alumni Management software, globally. Our platform is a powerhouse, driving recruiting efforts, sales opportunities, and brand advocates back into our clients' organizations whilst creating a strong alumni value proposition.

About the Role

We are looking for a Customer Support Specialist to own the day-to-day support experience for our enterprise customers. You will be their first point of contact for product, technical and service questions, and accountable for making sure every issue is resolved quickly, clearly and to the standard our clients expect.

Our customers are senior teams in large, often heavily regulated organizations. When something goes wrong, they should never have to chase a status update, escape internally, or wonder whether the right people are working on it. You will triage and manage tickets within SLA, coordinate across Engineering, Product and Customer Success to bring the right urgency to each issue, and keep customers informed at every stage.

Beyond individual tickets, you will look across the support queue to spot recurring issues and trends, feed them back to Product and Engineering, and help improve how we support customers at scale.

Working within a global Customer Support team across multiple time zones, you will combine deep product knowledge with clear, calm communication - the kind that earns trust with technical and non-technical stakeholders alike.

Key Responsibilities

• Establish strong relationships with key customer stakeholders and maintain consistent lines of communication to drive high customer satisfaction.
• Take a pro-active role in monitoring and actioning/assigning customer-facing service desk tickets within SLAs; replying to customer and/or escalating to development teams.
• Handle all customer contacts, inquiries and complaints regarding product, services, and technical related issues in the first level.
• Collaborate across the global Customer Support team and ensure smooth handoffs of all pertinent tickets between time zones.
• Partner with sales and customer success teams to identify commercial opportunities within active accounts and align customer goals and strategy to product deliverables.
• Provide multi-faceted support both to customers and internal teams, including resolving problems, explaining products and services, training on use of software, configuration of software, and troubleshooting.
• Contribute to the overall Customer Support reporting efforts by keeping information up-to-date and communicating transparently.
• Maintain working knowledge of an ever-evolving software solution as a product expert and pro-actively keep informed with up-to-date information regarding our products, services, systems and strategy.
• Communicate effectively with technical and non-technical roles in Product, Development, Sales, and Customer Operations.
• Monitor, respond to, and elevate incidents within Stage and Production environments and software stack.

Experience

• 2–3 years' experience in a customer-facing Technical Support, Service Desk or Delivery Manager role, ideally in enterprise SaaS.
• Experience supporting international B2B customers at all levels, from end users to senior stakeholders.
• Fluent written and spoken English.
• Working knowledge of third-party SaaS stack applications.
• Strong organizational, prioritization and time management skills, with the judgement to manage competing urgent issues.
• Clear, confident communication, including the ability to explain technical concepts to non-technical audiences. You will be speaking to customers every day via email, phone or video calls.
• Ability to coordinate across teams and influence without direct authority.
• A consistently high standard of service, delivered in line with EnterpriseAlumni's processes and guidelines.
• Hands-on experience with support and productivity tools such as Jira, Zendesk and AI assistants (e.g. Claude).
• Desirable: experience running customer training, project management (agile and/or waterfall), or supporting customers in regulated industries.

Why Join Us?

You’ll join a growing team supporting some of the world’s best-known organizations, where your work directly shapes how our customers experience EnterpriseAlumni. We value work-life balance, collaboration and respect, and we celebrate our successes together.

At the heart of our company is EA DNA - the essence that connects our six core values and shapes how we work every day. It guides every decision, behavior and interaction, and defines the way we do business. When you join us, you become part of a team that truly lives these values: People First, Customer at Our Core, Think Commercially, One Team, Own It, and Urgency. These principles shape your experience here—how we support you, how we work together, and how we deliver for our customers.

EnterpriseAlumni is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.