Customer Support Consultant, SaaS

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

📋 Description

• Provide exceptional customer support through email and phone interactions.

• Assist customers with inquiries related to products, technical issues, and solution-focused assistance.

• Address customer email requests in line with predefined service level agreements.

• Oversee open support cases, ensuring that unresolved matters are actively monitored and updated.

• Elevate complex or urgent issues to the relevant team as necessary.

• Actively inform customers and internal stakeholders about status updates, ensuring clarity and timely follow-up.

⛳️ Requirements

• Proficient English skills (C1 level in both spoken and written form).

• Minimum of 6 months experience in a customer support position.

• Prior experience in customer support for a SaaS or cybersecurity organization.

• Basic understanding of computer science concepts.

• Proven ability to perform effectively in a fast-paced, high-volume setting.

• Strong skills in troubleshooting and problem resolution.

• A sense of urgency with the capability to see tasks through to completion.

• Ability to communicate clearly, professionally, and empathetically with customers.

• Strong stakeholder management abilities, enabling effective collaboration across teams and customer groups.

• A customer-centric approach with a dedication to providing a positive support experience.

• Basic computer proficiency and experience with CRM systems and support tools.

• Commitment to delivering top-quality customer service while achieving performance goals.

• Personal laptop or computer (minimum 8GB of RAM) and a reliable internet connection (at least 50 Mbps download and 40 Mbps upload).

🏝️ Benefits

• Flexible working hours.

• Opportunity to work fully remotely.

• Inclusive international work environment.

• Compensation in USD.

• Incentives for referring friends.

• Balance between project demands and personal time, along with an internal health policy.

• Supportive leadership dedicated to your professional growth and long-term collaboration.

• Opportunities for self-development in a nurturing environment.

• A culture grounded in trust, with no time-tracking obligations.