Customer Service Executive

About the Client: Our client is revolutionising how businesses make decisions through the power of cutting-edge artificial intelligence technology. Their mission is to empower organisations with data-driven insights that enable smarter, faster, and more informed decision-making.
They believe that true innovation flourishes in a diverse and inclusive environment , welcoming individuals from all backgrounds who bring unique perspectives, experiences, and skills to their collaborative and forward-thinking workplace.

Industry: Artificial Intelligence | Data Analytics | SaaS

Purpose of the Role:

The Customer Services Executive serves as a key link between our client’s organisation and its customers. This role is dedicated to deeply understanding client needs, optimising their experience with the company’s AI-powered platform, and ensuring they gain the full value from its products and services.
You will work with some of the company’s largest and most complex clients, providing both consultative and technical support to help them achieve their business goals. Responsibilities include configuring products for maximum efficiency, delivering engaging client training, and proactively identifying opportunities for improvement and renewal.
The ideal candidate is a natural problem-solver with strong technical skills, excellent communication abilities, and a passion for helping customers harness technology to drive success.

Duties and Responsibilities:
Respond promptly and professionally to client inquiries across chat, email, and phone.
Provide technical support for issues such as:
Login and access queries
Email delivery and content investigations
News article and publication analysis
Platform troubleshooting and bug reporting
Data set analysis
Build and maintain strong relationships with key clients, ensuring a high standard of service delivery.
Design and deliver engaging product training sessions and onboarding programs.
Proactively identify, investigate, and resolve client issues to enhance satisfaction and retention.
Manage complex client projects, collaborating with internal teams including Sales, Customer Success, Implementation, and Product.
Continuously review and improve client service processes and documentation.
Advocate for client needs and feedback in product roadmap discussions.
Maintain and update the client-facing Help Centre to ensure relevance and accuracy.
Mentor and support junior team members as needed.

Skills and Experience Required:
Excellent English communication skills (C2 level for non-native speakers).
3+ years of experience in a client-facing or technical support role (e.g., Customer Support, Sales Engineer, Technical Account Manager).
Proven experience managing large enterprise clients.
Strong technical problem-solving skills and attention to detail.
Ability to present technical concepts clearly to non-technical audiences.
Confident working independently and collaboratively in a team environment.
Experience using CRM and project management tools (e.g., Salesforce, Jira, Trello).
Understanding of social media landscapes and APIs is an advantage.
Willingness to work US hours (13h00–22h00 Lisbon time, weekdays).

Benefits:
Hybrid working model – 2–3 remote days per week, with the flexibility to work fully remote during Summer and Winter blocks.
Unlimited holiday entitlement.
Employee share options.
Comprehensive benefits package, including health insurance and meal allowance.

Location and hours : Sao Paulo I 10h00–19h00 in Brazil – Monday to Friday

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