Customer Support Specialist

Accountabilities:

In this role, you will oversee day-to-day customer support, coordinate issue resolution across teams, and help maintain a consistently high standard of service for enterprise clients.

• Build strong relationships with key customer stakeholders, maintaining proactive communication and supporting high levels of customer satisfaction.

• Monitor, prioritize, assign, and manage customer-facing service desk tickets in accordance with established service-level agreements (SLAs).

• Respond to customer inquiries and complaints relating to products, services, and technical issues, resolving first-level requests whenever possible.

• Escalate complex issues to Engineering, Product, and other relevant teams, ensuring appropriate urgency and consistent follow-up until resolution.

• Coordinate with the global Customer Support team to ensure smooth handoffs between time zones and continuity of customer service.

• Work with Sales and Customer Success teams to understand customer objectives, align product deliverables with business needs, and identify potential commercial opportunities within existing accounts.

• Provide comprehensive support to customers and internal teams, including troubleshooting, explaining product functionality, assisting with configuration, and delivering software training.

• Maintain accurate support records and contribute to reporting efforts by keeping ticket information and customer updates current and transparent.

• Develop and maintain in-depth knowledge of the evolving product, services, systems, and company strategy.

• Communicate effectively with technical and non-technical stakeholders across Product, Development, Sales, and Customer Operations.

• Monitor incidents across staging and production environments, coordinating responses and escalating issues appropriately.

• Analyze support queues to identify recurring issues, trends, and opportunities for improvement, sharing actionable feedback with Product and Engineering teams.

Requirements:

The ideal candidate combines technical support experience with excellent communication, organization, and stakeholder management skills. You should be comfortable supporting international enterprise customers, handling competing priorities, and maintaining a calm, professional approach when resolving urgent issues.

• Professional experience: 2–3 years of experience in customer-facing technical support, service desk operations, or a delivery management role, ideally within enterprise SaaS.

• Enterprise customer support: Experience supporting international B2B customers, from end users to senior stakeholders.

• English proficiency: Fluency in written and spoken English, with the ability to communicate confidently and professionally with customers.

• Technical knowledge: Working knowledge of third-party SaaS applications and the ability to troubleshoot product and service-related issues.

• Support tools: Hands-on experience with customer support and productivity platforms such as Jira, Zendesk, and AI assistants such as Claude.

• Communication skills: Ability to explain technical concepts clearly to non-technical audiences through email, phone, and video calls.

• Organization and prioritization: Strong time management and organizational skills, with sound judgment when handling multiple urgent requests and competing deadlines.

• Cross-functional collaboration: Ability to coordinate across teams, influence stakeholders without direct authority, and ensure effective escalation and follow-up.

• Customer service mindset: Commitment to delivering consistently high-quality support in accordance with established processes and service guidelines.

• Continuous learning: Willingness to stay informed about evolving products, systems, and support practices.

• Preferred experience: Familiarity with customer training, project management methodologies such as Agile or Waterfall, or supporting customers in regulated industries.

• Application requirement: Submit an up-to-date CV in English, accompanied by a brief cover letter explaining your suitability for the role.

• Location requirement: Must be based in Brazil, as this is a remote position restricted to candidates residing in the country.

Benefits:

• Remote work: Work remotely from Brazil, with the flexibility to collaborate across international time zones.

• Work-life balance: A culture that values personal well-being, sustainable working practices, and respect for employees.

• International collaboration: Work alongside a global Customer Support team and collaborate with colleagues across multiple functions and time zones.

• Meaningful customer impact: Support well-known enterprise organizations and directly influence their product experience and satisfaction.

• Professional development: Build expertise in enterprise SaaS support, technical troubleshooting, customer operations, and cross-functional collaboration.

• Continuous learning: Develop your product knowledge and expand your skills through exposure to evolving software, systems, and AI-powered productivity tools.

• Collaborative culture: Join a team that values customer focus, ownership, commercial awareness, urgency, and shared success.

• Employment arrangement: Full-time contractor position.