Responsibilities
- Monitor assigned messaging channels and respond to inbound client messages within SLA
- Acknowledge every inbound message clearly and calmly, even when full resolution requires escalation
- Identify the intent of each conversation (new sales interest, existing client support, operational or billing question, platform or compliance issue) and route accordingly
- Hand off sales-ready conversations to the Business Development team immediately, with clean context (platform requested, estimated spend, urgency, timezone)
- Resolve basic, repeatable questions directly using approved playbooks (onboarding steps, high-level platform rules, billing flow explanations)
- Escalate complex, sensitive, or technical issues to the right internal owner (Account Manager, Ops, Billing, or Compliance) with clear notes so nothing gets lost in translation
- Act as the primary point of contact during US hours, with rotational coverage for nights, weekends, and holidays to make sure no inbound message goes unanswered
- Track escalations through to acknowledgement and follow up when ownership is unclear
- Keep internal records clean and current, including conversation summaries, tags, stages, and escalation notes
- Maintain a consistent, brand-aligned tone across every client conversation
Requirements
- Based in Brazil
- 2+ years of experience in client support, customer success, live chat, helpdesk, or similar client-facing operational roles
- Native or fluent Portuguese and near-perfect English, both written and spoken
- Strong written communication, especially in live chat and messaging formats (short, clear, no fluff)
- Technically capable: comfortable navigating SaaS platforms and spotting platform-level issues before they escalate
- Calm under pressure, able to handle a high volume of concurrent conversations without losing accuracy
- Comfortable working from approved scripts and playbooks, while applying good judgement when situations don't fit neatly into them
- Fast and responsive by nature, with a track record of hitting tight SLAs
- Organized and disciplined about note-taking, tagging, and follow-through
- Self-directed and comfortable working remotely in US hours, with availability for some rotational nights and weekends
- Detail-oriented, reliable, and genuinely enjoys helping people
Nice to Have
- Experience in client support at an ad tech company, affiliate network, or similar performance marketing business
- Working knowledge of advertising accounts (Meta, Google, TikTok, native networks) and the typical issues that arise around them
- Customer support or CX experience at a SaaS product, especially one with a technical client base
- Junior operations or client operations experience at a startup, where you've worn multiple hats and built process as you went
- Experience with CRMs, ticketing systems, and messaging tools (WhatsApp Business, Telegram, Intercom, etc.)
- Additional languages, Spanish especially useful for broader Americas coverage
Benefits
- Remote-First at Aurora
- Fully remote team with talented members working across the globe
- Flexibility while fostering a highly collaborative environment
- Regular virtual meetings, collaborative tools, and open communication channels
Work Arrangement
Remote (Worldwide) — Brazil, United States
Additional Information
- Language requirements: Native or fluent Portuguese and near-perfect English, both written and spoken
- Hours: US hours, with rotational coverage for nights, weekends, and holidays
- Remote work: Fully remote, must be based in Brazil
- Hiring process: Initial screening call, followed by one or two interviews with members of the Client Support and leadership teams, may include a short practical exercise
