Customer Success Specialist

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

📋 Description

• Oversee all incoming customer inquiries from the moment they are received until they are resolved.

• Communicate with customers in a clear, professional manner that is appropriate in tone.

• Recognize and adjust to customer sentiment, particularly in sensitive or escalated circumstances.

• Ensure prompt responses while keeping the inbox organized and prioritized.

• Detect recurring customer inquiries and gaps in documentation.

• Develop and revise knowledge base articles to enhance self-service support.

• Ensure all help documentation remains accurate and relevant.

• Triage requests that necessitate backend execution and generate detailed tickets.

• Provide clear context and instructions to internal teams.

• Follow up with customers after requests have been fulfilled.

• Identify trends in customer inquiries and operational requests.

• Highlight inefficiencies and propose improvements for processes or tools.

• Facilitate internal visibility through comprehensive documentation and updates.

⛳️ Requirements

• A minimum of 2 years of experience in customer support, customer success, or a related field.

• Excellent written English communication skills with a focus on clarity and precision.

• Proven ability to manage customer interactions with empathy and professionalism.

• Experience working in asynchronous, remote settings with minimal supervision.

• Capability to handle high-volume inboxes while ensuring quality and responsiveness.

• Willingness to work US Eastern Time hours on a long-term basis.

• Background in SaaS or technology environments.

• Experience in writing knowledge base articles or documentation.

• Familiarity with ticketing systems and support workflows.

• Experience in coordinating efforts between customer-facing and backend teams.

🏝️ Benefits

• Competitive Salary: Based on skills and experience.

• Remote Work: Enjoy the flexibility of fully remote work from any location.

• Team Incentives: Recognition for maintaining 100% CRM hygiene and timely reporting.

• Generous PTO: In alignment with company policy.

• Health Coverage for PH-based talents: HMO coverage available after 3 months for full-time employees.

• Direct Mentorship: Receive guidance from international industry experts.

• Learning & Development: Access ongoing resources for professional growth.

• Global Networking: Opportunity to connect with professionals from around the world.