Client Support Associate

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

📋 Description

• Oversee assigned messaging platforms and respond to incoming client inquiries within established service level agreements (SLAs).

• Clearly and calmly acknowledge each incoming message.

• Determine the intent of conversations and direct them accordingly.

• Promptly transfer sales-ready discussions to Business Development, providing context on platform, spending, urgency, and time zone.

• Address basic, repetitive questions using sanctioned playbooks.

• Escalate complex, sensitive, or technical matters to Account Management, Operations, Billing, or Compliance teams.

• Serve as the primary point of contact during U.S. hours while covering nights, weekends, and holidays on a rotational basis.

• Monitor escalations through acknowledgment and follow up when ownership is uncertain.

• Keep accurate internal records, including summaries, tags, stages, and notes on escalations.

• Ensure a consistent, brand-aligned tone in all client interactions.

⛳️ Requirements

• Located in Brazil.

• A minimum of 2 years of experience in client support, customer success, live chat, helpdesk, or similar client-facing operational positions.

• Native or fluent in Portuguese and possess near-perfect English skills, both written and spoken.

• Exceptional written communication abilities, particularly in live chat and messaging formats.

• Proficient in navigating SaaS platforms and identifying platform-related issues.

• Capable of managing a high volume of simultaneous conversations without sacrificing accuracy.

• Comfortable using approved scripts and playbooks while exercising sound judgment.

• Proven track record of meeting strict SLAs.

• Organized and disciplined in note-taking, tagging, and follow-up processes.

• Comfortable working remotely during U.S. hours, with availability for some rotational nights and weekends.

• Detail-oriented, dependable, and enjoys assisting others.

• Preferred: Experience in client support within an ad tech company, affiliate network, or similar performance marketing entity.

• Preferred: Familiarity with Meta, Google, TikTok, and native advertising networks.

• Preferred: SaaS customer support or customer experience experience with a technical client base.

• Preferred: Junior operations or client operations experience at a startup.

• Preferred: Experience with CRMs, ticketing systems, WhatsApp Business, Telegram, Intercom, and similar tools.

• Preferred: Additional languages, particularly Spanish.

🏝️ Benefits

• Fully remote team with flexible working arrangements.

• Highly collaborative work environment.

• Regular virtual meetings.

• Collaborative tools and open communication channels.