Customer Support Specialist

Há 16 horas

São Paulo, São Paulo, Brasil NOAH Tempo inteiro

Hybrid / Remote | Full-Time | US Time Zones (or EU Evening Shifts Required)

We're growing our Customer Support function and looking for a highly skilled Customer Support Specialist to join our team. This is a mid–senior level role for someone who thrives in a fast-paced environment, communicates clearly, and delivers high-quality support while partnering closely with Sales, Tech, Product, and Operations.

As one of the early members of our Support team, you'll help shape the daily customer experience, resolve complex issues, and contribute to the improvement of processes, documentation, and collaboration across the company. If you're proactive, resourceful, and passionate about helping customers succeed - we'd love to meet you.

What You'll Do

Provide High-Quality Customer Support

  • Handle customer inquiries and troubleshooting via Intercom, Slack, and email.
  • Resolve a mix of technical, product, and account-related issues with accuracy and empathy.
  • Deliver timely, friendly responses that meet or exceed internal SLAs.
  • Proactively identify recurring issues and escalate when needed.

Collaborate Cross-Functionally

  • Work closely with Tech, Product, Sales, and Operations to ensure smooth communication and resolution paths.
  • Surface customer feedback and insights to internal teams, advocating for product and experience improvements.
  • Partner with the Customer Success & Support Leads to strengthen workflows and coordination.

Contribute to Support Processes & Documentation

  • Help maintain and improve the internal support playbook, SOPs, and onboarding guides.
  • Participate in improving the Help Center/knowledge base (articles, FAQs).
  • Support the roll-out of new tools or processes as the team scales.

Support Evening Schedules

  • Work regular US shifts to ensure extended coverage for global customers (13:00-22:00 GMT).
  • Flexibility to support occasional weekend/holiday rotations is a plus.

What Success Looks Like

  • Consistently meets or exceeds SLAs for First Response Time, Resolution Time, and CSAT.
  • Customers feel supported, heard, and guided through their challenges.
  • Strong working relationships established with other teams.
  • Contribution to cleaner workflows, better documentation, and improved support operations.
  • Clear ownership of Intercom and Slack support channels.

What We're Looking For

  • 3–5 years of experience in customer support or customer experience roles, preferably in tech or SaaS.
  • Strong hands-on experience with Support tools, e.g.Intercom (inbox, tagging, macros, workflows).
  • Experience supporting customers through Slack (shared channels/collaboration style).
  • Excellent troubleshooting skills and the ability to translate technical information clearly.
  • Strong written and verbal communication skills.
  • Comfortable working cross-functionally and navigating ambiguity in a growing environment.
  • Detail-oriented, process-minded, and committed to continuous improvement.
  • Willingness and reliability to work EU evening shifts.

Bonus Points

  • Experience with Help Center/knowledge-base creation.
  • Previous exposure to fintech, SaaS, or crypto/blockchain environments.
  • Familiarity with automation, tagging systems, or support analytics.

Why Join Us

  • Opportunity to have a real impact as one of the early Support hires.
  • Collaborative culture with strong cross-team alignment.
  • Growth opportunities as the support organization scales.
  • Work with modern tools, smart teammates, and a customer-obsessed team.

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