Customer Care Agent Latam

2 semanas atrás

Florianópolis, Brasil Infraspeak Tempo inteiro

**Welcome to Infraspeak.**

Our mission is simple: to transform facilities management with a **collaborative platform** that unifies every part of FM operations into one cohesive system — **enabling every stakeholder to Work as One**.

We go beyond traditional tools, eliminating fragmented systems in complex operations. Our platform ensures end-to-end collaboration across FM teams, processes and assets — with no silos, blind spots or overload.

Born in Porto, Portugal, we’re now a **global company** serving customers in **30+ countries** and backed by top investors. **But we’re just getting started**.
- We believe in ownership, collaboration, and meritocracy.
- We believe that only great teams build great products — and that includes our customers.
- We believe happiness is in the journey, not just the destination.

Above all, we are guided by our purpose: to **_Be a Source of a Good Life_** — for our customers, our team, and the broader community.

**What will you do?**:

- Provide outstanding customer support to customers via ticket and chat.
- Help customers use specific product features, proactively identify opportunities to enhance customer experience, and contribute to the development of knowledge base articles, tutorials, and training materials.
- Analyze, troubleshoot, and report product malfunctions.
- Investigate and escalate complex technical issues to the appropriate internal teams for resolution, while ensuring timely follow-up and communication with customers.
- Collaborate closely with cross-functional teams (especially Product and Engineering) concerning bugs, new feature suggestions, and other customer feedback and information.
- Produce and update content for our help center.
Ensure customer satisfaction while accomplishing SLAs and KPIs.

**What do we expect from you?**:

- Experience in multichannel customer Care roles (mandatory), preferably in a SaaS environment (valued).
- Fluency and experience in English, Portuguese (spoken and written), and Spanish (written).
- Experience using helpdesk software (Freshdesk preferred).
- Familiarity with using/implementing AI in helpdesk (e.g. chatbots) is a plus.
- Experience in Tier 2/escalations support is a plus.
- Education in Languages, International Relations, or Communications is valued.
- Familiarity with Facility Management, Hospitality, or Technical Assistance is valued.
- Clear communication & problem-solving skills with a positive tone.
- Ability to multitask and prioritize workload effectively in a fast-paced environment.
- Empathy, adaptability, and patience.
- Responsibility and ownership.

**What do we offer?**:

- Flexible working hours and remote-friendly culture.
- Competitive salary and perks.
- Modern co-working space with everything you need, located in Florianópolis.
- A scaleup environment, where you will see the company (and yourself) grow beyond a dozen people to a worldwide reference in the field (some people call it ambition, we call it focus).
- A balanced work environment where you will have autonomy, responsibility, ownership, and freedom to make mistakes and to learn from them.
- Regular events to promote knowledge sharing and team engagement.

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