International Client Support Lead

2 semanas atrás


São Paulo, São Paulo, Brasil Atlas Technology Solutions Tempo inteiro
Unlock Global Opportunities as an International Client Support Lead

We believe in fostering a world where cross-border growth and cultural diversity thrive. As the first point of contact for our clients, you will play a vital role in resolving issues and providing top-notch support to clients worldwide.

A great opportunity has arisen for someone with extensive experience in client-facing roles, preferably in the B2B SaaS and HR/Employer of Record sector. In this position, you will be responsible for troubleshooting various client concerns, from login issues to operational and billing questions, among others.

To excel in this role, you must possess exceptional communication skills, be self-motivated, and able to quickly comprehend complex client requests. It's essential to note that we are still refining our customer support framework, so you will have the chance to contribute significantly to its development.

Key Responsibilities:
  • Lead and motivate a team of international client support specialists.
  • Deliver outstanding customer service by mastering effective communication, problem-solving, and cultural awareness.
  • Investigate and research complex client queries, identify solutions, and escalate issues to relevant specialist areas when necessary.
  • Provide timely issue resolution to clients or redirect cases to internal resources following established standards and workflows.
  • Implement strategies to enhance client loyalty and retention.
  • Conduct in-depth research to resolve client inquiries using company resources.
  • Initiate status reports to clients when delays occur in responding to an inquiry, as required.
  • Collaborate with the Product and Development teams to gather customer feedback for bug fixes and product enhancements.
  • Identify opportunities to streamline workflows and improve efficiency.
  • Create useful content, such as articles, how-to videos, FAQs, and user manuals.
  • Contribute to internal support team resources, including writing canned responses and adding to the knowledge base.
  • Support with specific tasks or projects during downtime, such as mass-communications, benefits renewals, ad-hoc reporting, survey sending, etc.
  • Help lead the rollout of new support channels on future roadmap.

Estimated Annual Salary: $85,000 - $110,000 (dependent on location and experience)



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