Customer Support Specialist

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

📋 Description

• Build and nurture strong relationships with key customer stakeholders while ensuring consistent communication to enhance customer satisfaction.

• Oversee and act on customer-facing service desk tickets, ensuring all actions are completed within service level agreements (SLAs).

• Respond to customer inquiries and escalate issues to development teams as necessary.

• Address first-level customer interactions, inquiries, and complaints related to products, services, and technical challenges.

• Collaborate with the global Customer Support team to facilitate seamless ticket transfers across different time zones.

• Work alongside Sales and Customer Success teams to uncover commercial opportunities within active accounts and align customer objectives with product deliverables.

• Troubleshoot issues, elucidate products and services, provide user training, configure software, and resolve problems.

• Keep accurate records of support information and contribute to reporting initiatives.

• Maintain a deep understanding of the evolving software solutions, products, services, systems, and strategies.

• Communicate effectively with both technical and non-technical stakeholders across Product, Development, Sales, and Customer Operations.

• Monitor, respond to, and escalate incidents in Stage and Production environments as well as within the software stack.

• Identify recurring issues and trends, providing feedback to Product and Engineering teams.

⛳️ Requirements

• 2–3 years of experience in a customer-facing Technical Support, Service Desk, or Delivery Manager role, preferably in an enterprise SaaS environment.

• Experience supporting international B2B customers across all levels, from end users to senior stakeholders.

• Proficient in written and spoken English.

• Familiarity with third-party SaaS stack applications.

• Excellent organizational, prioritization, and time management skills, with the ability to navigate competing urgent issues effectively.

• Clear and confident communication skills, capable of explaining technical concepts to non-technical audiences.

• Ability to coordinate efforts across teams and influence others without direct authority.

• A consistently high standard of service, aligned with EnterpriseAlumni's processes and guidelines.

• Practical experience with support and productivity tools such as Jira, Zendesk, and AI assistants (e.g., Claude).

• Desirable: experience in conducting customer training, project management (agile and/or waterfall), or assisting customers in regulated industries.

• A CV and a brief cover letter must be submitted in English.

🏝️ Benefits

• Remote work arrangement.

• Work-life balance.

• Collaboration and respect.

• Equal opportunity and inclusive work environment.

• Direct applicant consideration (agencies and third-party recruiters not accepted).