As a Customer Success Associate, you'll play a key role in delivering seamless support to customers in Brazil. Your primary responsibility will be addressing questions, resolving concerns, and ensuring a positive experience during every interaction. You'll communicate clearly and empathetically in both English and Portuguese, helping users understand product features and navigate services effectively.
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat, aiming for resolution on first contact
- Conduct outbound calls to follow up on accounts and onboard new users
- Document interactions and maintain up-to-date customer records
- Identify recurring issues and share insights with internal teams to support product enhancements
- Escalate urgent matters to team leaders or operations as needed
- Collaborate with international support colleagues to ensure consistent service standards
- Participate in weekly performance reviews and team meetings
What You’ll Need
- 1–2 years of experience in customer support or a related role
- Fluency in both English and Portuguese, written and spoken
- Familiarity with support platforms such as Freshdesk, Zendesk, or Jira
- Strong organizational skills and the ability to work independently
- Comfort with handling customer conversations over the phone
- High emotional intelligence and a genuine interest in helping users succeed
- Ability to adapt quickly in a fast-moving, remote-first environment
Preferred Background
- Experience in online gaming or sports betting platforms
What We Offer
- Competitive base salary with performance-based quarterly bonuses
- 30 days of paid annual leave
- Comprehensive benefits including food and transportation vouchers, life insurance, gym allowance, and preventative healthcare
- Top-tier equipment and a modern office in São Paulo
- Annual team off-site events and referral incentives
- Remote-friendly international work culture with structured processes and support
