Customer Support Specialist

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

📋 Description

• Assist users in resolving technical and feature-related inquiries through chat.

• Direct users to the Metricool plan that best matches their requirements.

• Gather user feedback and communicate recommendations to the team.

• Manage incident reports and coordinate requests across departments.

• Create and update help guides and support documentation.

• Cultivate strong relationships with the team to ensure alignment on user needs.

• Collaborate with various departments to address complex situations and enhance support materials.

• Familiarize yourself with the team, product, and processes during the initial month.

• Achieve autonomy and propose ideas to enhance community support within the first quarter.

• Oversee workflow and implement strategies that align with the company's long-term objectives.

⛳️ Requirements

• Residing in El Salvador.

• Experience in Customer Support or client-facing positions.

• Education or training in Digital Marketing or related disciplines.

• Proficient in both English and Spanish at an advanced/fluent level.

• Basic understanding of digital marketing principles is a plus.

• Fundamental programming or technical knowledge is advantageous.

• User-centered mindset with strong active listening skills, empathy, and patience.

• Capability to simplify complex tools and concepts into easy-to-understand language.

• Well-organized and capable of independently resolving issues.

• Enjoy working collaboratively across teams and providing support to colleagues.

• Experience in SaaS and/or digital marketing is a significant advantage.

🏝️ Benefits

• Fully Remote Work Environment.

• Annual Team Gatherings.

• Support for Language Learning.

• Competitive Salary.

• Benefits may vary based on contract type and local regulations.