Client Success Agent

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Serve as the main point of contact for our clients and gift recipients.

• Oversee support tickets management.

• Participate in brief client calls or demos to troubleshoot various issues.

• Assist in problem resolution, guide users through essential features, and provide clear demos and walkthroughs.

• Respond to and handle incoming support tickets from clients and recipients promptly and professionally.

• Diagnose issues, offer straightforward solutions, and escalate when required.

• Maintain a high level of responsiveness and follow up until resolution is achieved.

• Conduct short calls with clients to address inquiries, resolve challenges, and offer continuous support.

• Act as a reliable point of contact for designated accounts.

• Ensure clients feel supported and confident in using the product.

• Guide users through features and workflows tailored to their specific needs.

• Customize walkthroughs for different use cases and varying levels of experience.

• Collect customer feedback and communicate insights to internal teams.

• Identify recurring issues or trends and assist in enhancing processes.

• Contribute to a positive, customer-centric experience.

• Collaborate with Product teams to resolve issues effectively.

• Convey customer needs and recurring challenges to relevant teams.

⛳️ Requirements

• Minimum of 2 years of experience in customer support, customer success, or account management.

• Experience in a high-volume ticketing environment is advantageous.

• Excellent communication skills, both written and verbal.

• Comfortable leading calls and presenting information to clients.

• Strong problem-solving abilities with a keen attention to detail.

• Capability to manage multiple conversations and priorities simultaneously.

• Engaging personality with a customer-first approach.

• Ability to remain calm and effective under pressure.

• Strong time management and organizational capabilities.

• Proficient in quickly learning and explaining technical concepts to non-technical users.

• Proactive mindset with the ability to foresee client needs.

• Strong follow-up skills and a sense of ownership—ensuring tasks are completed.

• Experience and preference for remote work.

• Flexibility to adapt to evolving priorities in a fast-paced environment.

• Data-driven approach to monitoring customer issues and enhancing processes.

• Ability to recognize patterns in customer feedback and propose improvements.

🏝️ Benefits

• Contact us to learn more about the benefits we provide.