Customer Success Representative

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

📋 Description

• Act as the initial point of contact for customers, ensuring that every interaction is managed with care, clarity, and professionalism via phone and email communication.

• Assist customers in navigating scheduling, enrollment, and service-related processes while maintaining organized records and enhancing overall operational efficiency.

• Address customer inquiries through both inbound and outbound phone calls and emails.

• Recognize and escalate issues that could affect customer experience or operational processes.

• Review attendance records and prepare necessary materials to guarantee daily accuracy.

• Provide support to operational teams remotely during busy periods.

• Ensure that documentation and processes are consistently updated and adhered to.

• Carry out data tagging and maintain well-organized tracking systems.

• Accurately enter and update customer records within internal systems.

• Create and oversee customer communications and marketing materials.

• Monitor customer conversion rates from initial inquiry to enrollment.

• Supervise scheduling capacity to avert overbooking or underutilization.

• Assist customers in choosing suitable services based on their individual needs.

• Process enrollments, schedule modifications, withdrawals, and related requests using booking platforms.

• Maintain clear and precise communication logs in internal systems.

• Implement customer communication workflows, including welcome emails, follow-ups, and re-engagement messaging.

• Generate reports that provide insights into operational and enrollment data.

• Address customer concerns professionally and escalate complex issues when necessary.

• Deliver accurate and friendly information regarding schedules, enrollment, updates, and cancellations.

⛳️ Requirements

• At least 2 years of experience in a client-facing role, such as customer service or sales.

• Strong verbal and written communication skills in English.

• Excellent customer service and problem-solving skills.

• Comfortable managing high call volumes in a virtual setting.

• Ability to multitask across calls, emails, and system updates effectively.

• Detail-oriented with exceptional organizational skills.

• Proactive, self-motivated, and dependable with strong follow-through.

• Positive and professional demeanor with a solutions-oriented approach.

• Empathetic and emotionally intelligent in interactions with customers.

• Capable of active listening and responding thoughtfully.

• Adaptable and calm in fast-paced or high-volume environments.

• Strong teamwork and collaboration abilities.

• Willingness to learn, accept feedback, and be coachable.

• Experience supporting U.S.-based clients is preferred.

• Familiarity with scheduling, booking, or customer management systems.

🏝️ Benefits

• Competitive salary.

• Paid Time Off.

• Bonuses.

• 100% remote/home-based position.

• Full-time, long-term career opportunities.

• Parental Leave.

• Professional development and training.

• Dedicated team support.

• Alignment with our clients' core values.