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Customer Service Representative (Brazil) (Remote)
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LCL
Customer Service Representative (Brazil) (Remote)
Job summary
Join a leading company as a fully remote Customer Support Specialist for a self-serve SaaS launch. You'll be integral in assisting users, resolving inquiries, and enhancing their experience while collaborating with a dynamic internal team. Ideal for candidates with a passion for customer success and exceptional communication skills.
Qualifications
- Experience in customer support at a SaaS company preferred.
- Exceptional written English communication skills.
- Ability to work independently in a remote environment.
Responsibilities
- Respond to customer inquiries promptly across multiple platforms.
- Assist users with onboarding and troubleshooting.
- Contribute to internal documentation and improve user support.
Skills
Tools
Fully Remote Customer Support Specialist (Self-Serve SaaS)
Are you passionate about helping users succeed with innovative software? Join us on the frontlines as a Customer Support Specialist during our exciting self-serve launch. You'll be the go-to resource for troubleshooting, guiding users, and enhancing the customer experience all while collaborating closely with a fast-moving internal team.
As a key member of our remote support team, you'll provide world-class assistance to self-serve users, ensuring their onboarding is seamless and their questions are resolved quickly and effectively. You'll work across multiple communication channels and support systems, helping shape our support function at a critical stage of growth.
Customer Interaction & Issue Resolution
Respond promptly to customer inquiries across Slack, support email, and ticketing systems (e.g., Pylon), while meeting SLA targets
Collaborate with AI-powered bots, escalating complex or sensitive issues for human resolution as needed
Communicate clearly, empathetically, and professionally with users from diverse backgrounds
Knowledge Sharing & Onboarding
Assist new users with onboarding, answering first-time questions and guiding them through setup
Identify knowledge gaps and contribute to internal documentation and help articles
Coordinate with the core team during initial onboarding phases before transitioning to night shift coverage
Must-Have Experience
Previous experience in a customer support role at a software company (startup or fast-growth SaaS strongly preferred)
Exceptional written communication skills in English
Familiarity with tools like Slack, Intercom, Linear, Jira, Pylon, or similar support and automation systems
Ability to thrive in a remote setting with minimal oversight, embracing ambiguity and startup-paced work
Slack
Pylon
Jira
Linear
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.
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