Customer Support

Há 5 dias

Florianópolis, Santa Catarina, Brasil Hre Group Tempo inteiro

We are looking for an English-speaking Customer Experience Specialist to join our support team for SaaS solutions. This includes platforms like eTrak — used by homeowners associations, gyms, and community centers for bookings, accounting, ticketing, check-ins, and more.

You will be the first line of contact with our users, resolving issues, explaining features, escalating bugs, and ensuring our customers feel supported and confident when using our tools.

You will help translate complex system behavior into understandable guidance and work closely with developers and product teams to identify root causes and prioritize improvements.

What you will do:
Answer tickets and questions about product functionality, bugs, and workflows.
Guide users through features such as reservations, program registrations, events, passes, and financial transactions.
Escalate technical issues using Jira/Confluence while following them through to resolution.
Proactively identify recurring pain points and contribute to improving help articles and FAQs.
Collaborate with engineering, quality assurance, and product teams to provide rich, context-rich feedback.
Train new clients or internal staff when necessary via video calls or screen sharing.
Participate in product testing and provide usability and edge case insights.
Execute basic SQL operations (Select, Insert, Update, Delete).

Requirements

What we are looking for:
Excellent written and spoken English.
Experience with basic SQL.
At least 2 years of experience in software support or customer success, preferably SaaS.
Familiarity with community platforms, homeowners association software, gym/membership systems, or systems for... Accounting/Ticketing
Comfort with ticketing systems, video support tools (Zoom, Loom), and CRM platforms
Ability to understand and explain moderately technical workflows
Strong sense of ownership, empathy, and responsiveness
Located in Brazil, preferably in Florianópolis (SC) or surrounding areas

Desirable to have:
Understanding of accounting systems, booking logic, or POS workflows
Comfort working with product documentation tools (HelpJuice, Confluence)

Benefits

Work model and benefits


• Competitive compensation in USD via freelance contract.

Hybrid work in Florianópolis


• Lead the evolution of multiple high-impact products used by thousands of communities in the USA.

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