Customer Support Specialist

BrazilRemoteFull-timemid

Customer Support SpecialistCustomer

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Quick Summary

Requirements Summary

The ideal candidate combines technical support experience with excellent communication, organization, and stakeholder management skills.

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Customer Support SpecialistCustomer

Join a global team dedicated to delivering exceptional support to enterprise customers through an innovative SaaS platform. As a Customer Support Specialist, you will serve as the primary point of contact for product, technical, and service-related inquiries, ensuring every issue is handled efficiently and professionally. You will manage support tickets, coordinate with Engineering, Product, and Customer Success teams, and maintain clear communication throughout the resolution process. Beyond resolving individual issues, you will identify recurring problems and contribute insights that improve support operations and the overall customer experience. Working across international time zones, you will build trusted relationships with stakeholders ranging from end users to senior leaders. This remote, full-time contractor opportunity is ideal for a customer-focused professional who thrives in a fast-paced, collaborative environment.

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

~2 min read

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.

- 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.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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