Customer Support Hero

Há 6 dias

Espírito Santo, Brasil Shaman Tempo inteiro

**About Shaman**

Shaman is a leading provider of intuitive, self-service content creation tools tailored for the life sciences industry. Our platform empowers global and local marketing teams to produce high-quality, compliant content efficiently, reducing reliance on external agencies.

Trusted by over 2,500 content creators from top pharmaceutical companies, Shaman is committed to transforming content production through innovation and user-centric design.

**Your Challenge**

We are seeking a proactive and empathetic **Customer Support Hero** to join our dynamic team. In this role, you will be the first point of contact for our users, assisting them with inquiries, troubleshooting issues, and ensuring a seamless experience with our platform. Your contributions will directly impact user satisfaction and the overall success of our content creation tools.

**Your responsibilities**
- Create helpful support content, including written articles, user guides, presentations, and short screencast videos.
- Keep the Support Help Center up to date by maintaining and improving existing documentation and resources.
- Reproduce and thoroughly test customer-reported issues, escalating them to the appropriate teams based on the scenario and complexity.
- Collaborate closely with cross-functional teams, including Business Development, Customer Success, and Product, to ensure a seamless and informed support experience.
- Contribute to cross-team initiatives and projects aimed at enhancing the customer experience and optimizing internal workflows.

**Who you are**
- An excellent communicator in English, both written and verbal. Additional EU languages are a plus.
- You bring prior experience in Customer Support and a genuine passion for helping others succeed.
- A digital native who feels at ease navigating online platforms and learning new tools.
- A team player who thrives in a collaborative, remote-first environment.
- Quick to learn and resourceful when solving problems independently, but you also know when to reach out and ask the right questions.
- Motivated by challenges and always up for finding creative solutions.
- Proactive, customer-focused, and committed to delivering an exceptional support experience.
- Naturally curious, always looking for ways to improve processes and understand user needs.
- Comfortable working remotely, with a reliable setup and the discipline to stay organized and focused.

**What we offer**
- Meaningful role in shaping how we support and engage with our users during an exciting period of growth at Shaman.
- Work alongside a highly experienced and collaborative team that values knowledge sharing and continuous improvement.
- Gain hands-on experience across multiple departments—including Product, Customer Success, and Business Development—giving you a broad understanding of our platform and operations.
- Contribute to a product that makes a real difference in how life sciences companies create and manage their content.
- Join a company where your voice is heard, your input matters, and your work has a direct impact on customer satisfaction.
- a 100% remote job

**More about the position**
- Start - ASAP
- Full-time position - 9 am to 6 pm CEST
- Location - Anywhere in Europe
- Competitive salary

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