Client Support Associate

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

📋 Description

• Oversee designated messaging platforms and address incoming client messages within service level agreements (SLA).

• Clearly and calmly acknowledge each inbound message, even when full resolution necessitates escalation.

• Determine the intent behind each interaction (new sales interest, existing client support, operational or billing inquiries, platform or compliance issues) and route them appropriately.

• Immediately transfer sales-ready discussions to the Business Development team, providing complete context (requested platform, estimated budget, urgency, time zone).

• Directly resolve fundamental, repetitive inquiries using established playbooks (onboarding procedures, high-level platform rules, billing flow clarifications).

• Escalate intricate, sensitive, or technical matters to the appropriate internal representative (Account Manager, Ops, Billing, or Compliance) with comprehensive notes to ensure clarity.

• Serve as the main point of contact during US hours, with rotational coverage for nights, weekends, and holidays to guarantee no inbound message is overlooked.

• Monitor escalations until acknowledgment and provide follow-up when ownership is unclear.

• Maintain accurate and up-to-date internal records, including conversation summaries, tags, stages, and escalation notes.

• Uphold a consistent, brand-aligned tone throughout every client interaction.

⛳️ Requirements

• Located in Brazil.

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

• Native or fluent in Portuguese and near-native proficiency in English, both written and spoken.

• Excellent written communication skills, particularly in live chat and messaging formats (concise, clear, devoid of unnecessary information).

• Technically adept: comfortable navigating SaaS platforms and identifying platform-level issues before they escalate.

• Composed under pressure, capable of managing a high volume of concurrent conversations without sacrificing accuracy.

• At ease working from approved scripts and playbooks while exercising sound judgment in situations that do not fit neatly into them.

• Naturally fast and responsive, with a proven history of meeting tight SLAs.

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

• Self-motivated and comfortable working remotely during US hours, with availability for some rotational nights and weekends.

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

🏝️ Benefits

• Emphasis on Remote Work at Aurora.

• We champion the importance of flexibility while nurturing a collaborative environment. Our team spans various time zones, but we remain connected through regular virtual meetings, collaborative tools, and open communication channels.