Team Support Specialist (Work From Home)

Persona; Brasil; Remote; BRL 120,000 - 180,000; Full time

Benefits offered by this job

Best salaries in the industry

Remote work from Brazil location

Growth opportunities

Fast-paced collaborative environment

People-first culture

Currency of choice payments

Full benefits

Job summary

Persona is seeking a highly organized, people-first Team Support Specialist to empower our client-facing team. You’ll manage the entire employee lifecycle from onboarding to offboarding, track productivity, coach candidates, and handle reimbursements and benefits requests.

You’ll serve as the go-to contact for daily questions, review productivity metrics, and help shape client-ready candidate profiles while maintaining strict data privacy and a proactive, collaborative approach.

Qualifications

• 3+ years in technical operations, payments operations, or fintech support.
• Familiar with money movement (ACH, wires, cards, RTP/FedNow) and reconciliation.
• Able to read logs, trace API requests, and interpret system data.
• Proficient with REST APIs, webhooks, HTTP status codes, and debugging tools.
• Able to write and run basic SQL queries.
• Strong analytical and problem-solving skills with clear communication.
• Fluent in English and able to work US business hours.
• Commitment to long-term, full-time work.

Responsibilities

• Maintain accurate records for client-facing team members in Airtable.
• Collect and verify information for new and existing hires; oversee virtual card tracking.
• Serve as the first point of contact for daily team questions (technical, client, general).
• Conduct regular check-ins with team members and provide guidance.
• Review productivity data (Hubstaff) and identify irregular patterns.
• Guide new hires through onboarding and setup.
• Manage offboarding: documentation, debriefings, transition steps.
• Lead mock kickoff sessions and provide coaching feedback.
• Develop polished client profiles and kickoff materials.
• Process reimbursements, health insurance, tech allowance, time-off requests.
• Support performance reviews by evaluating data and communication.
• Gather client feedback during evaluation cycles.
• Plan and execute ongoing initiatives (e.g., referral programs).

Skills

Technical operations

Payments operations

Fintech support

REST APIs

SQL queries

Analytical thinking

English fluency

US business hours

Ownership & follow-through

Tools

Hubstaff

Time Doctor

Clockify

Postman

cURL

Job description

Persona is a recruiting and staffing company that hires exceptional people from 98 countries into full-time, long-term remote roles with the most ambitious companies on earth.

Our clients include Fortune 500 enterprises, fast-growing startups backed by Sequoia, Founders Fund, and Andreessen Horowitz, and high-performing companies of every size in between. We offer roles in project management, operations, finance, design, marketing, customer success, and more. Every hire is for a specific open position: one person, one dedicated client, built to last.

Every offer we make is for an open role with a single client — the kind of role that’s almost impossible to find on your own: industry-leading pay set against your experience and skill, real career growth, and a stable seat at a serious company, working from home, anywhere in the world.

Persona was founded in 2018 by two Stanford graduates on a simple idea: talent is everywhere, but opportunity isn’t. By recruiting globally for specific client roles, we’ve grown into one of the fastest-growing companies in the global staffing industry. Every applicant goes through the same steps, and each one is designed to let you show what you can actually do.

We hire people who care about the craft of their work, take ownership without being asked, and want to build a career rather than just hold a job. If that’s you, and one of our open roles fits, we’d like you.

Role Summary

We are looking for a highly organized, people-first Team Support Specialist to serve as a dedicated resource for our client-facing team members. This role focuses on internal team support across the entire employee lifecycle — onboarding through offboarding — including productivity monitoring, mock kickoff coaching, performance review support, and processing reimbursements and benefits requests.

Key Responsibilities

• Maintain accurate and up-to-date records for all client-facing team members in Airtable trackers
• Collect and verify information for new and existing hires; oversee virtual card tracking
• Serve as the first point of contact for daily team-member questions and requests (technical, client, general)
• Conduct regular and as-needed check-in calls with team members to address concerns and provide guidance
• Review productivity data (Hubstaff: logged hours, activity levels, screenshots); identify and address irregular patterns
• Guide new hires through onboarding: introductions, system setup, training walkthroughs, process overviews
• Manage offboarding: required documentation, legal debriefings, transition steps
• Lead mock kickoff sessions with candidates before client meetings; provide structured feedback and coaching
• Develop polished, client-ready candidate profiles and tailored client profiles for kickoffs
• Process team requests: reimbursements, health insurance coverage, tech allowance, time-off, schedule changes
• Support performance reviews: assess Hubstaff data, communication quality, English proficiency, work-life balance, performance
• Gather and synthesize client feedback during evaluation cycles
• Plan and execute ongoing initiatives (e.g., Assistant Referral Program)

Required Qualifications

• 3+ years of experience in a technical operations, payments operations, banking operations, or fintech support role
• Direct experience with fintech, banking, or payments infrastructure — including familiarity with money movement (ACH, wires, cards, RTP/FedNow), transaction lifecycles, settlement, and reconciliation
• Comfort investigating production issues technically — reading logs, tracing API requests and responses, and interpreting system data
• Working knowledge of REST APIs, webhooks, HTTP status codes, and request/response debugging (Postman, cURL, or equivalent)
• Ability to write and run basic SQL queries against transaction and system data
• Strong analytical and problem-solving skills; able to isolate a root cause from noisy signals
• Excellent written and verbal communication; able to translate technical findings for non-technical stakeholders and cascade cleanly to engineering
• High level of ownership and follow-through; comfortable being the person who gets an issue resolved
• Fully fluent in English
• Ability to work U.S. business hours (PT, CT, or ET)
• Ability to commit long-term and full-time

Preferred Qualifications

• Experience supporting a remote, distributed workforce
• Experience with productivity tracking tools (Hubstaff, Time Doctor, Clockify)
• Background in BPO, staffing, or remote-talent organizations

Tools & Technologies

Core Competencies

• Empathetic and people-first
• Highly organized with strong follow-through
• Discreet with sensitive employee data
• Proactive identifier of team-health patterns

What We Offer

• Best salaries in the industry
• work remotely from the location specified for this role permanently
• Opportunities for growth and advancement
• A fast-paced and collaborative environment
• A warm, people-first company culture
• Get paid in your currency of choice
• Full benefits

This is a full-time, long-term remote position dedicated to one client company. Persona provides onboarding and ongoing employment support for this position.