Customer Service Representative

1 semana atrás

Santo André, Brasil OperationsArmy Tempo inteiro
About the job Customer Service Representative (Brazil) (Remote)

Fully Remote Customer Service Representative (Self-Serve SaaS)
(Weekend + Weekday Schedule)


Are you passionate about helping users succeed with innovative software? Join us on the frontlines as a Customer Service Representative 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.

Role Overview

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.

Note:

This is a 100% remote, full-time role with a schedule that includes Saturdays, Sundays, and 3 weekdays. Candidates must be available to work on weekends.Note: This is a 100% remote, full-time role with a schedule that includes Saturdays, Sundays, and 3 weekdays. Candidates must be available to work on weekends.

What You'll Do

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
What We're Looking For

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
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