Role Overview
As a Client Support Associate, you are the first point of contact for client inquiries delivered through messaging platforms including WhatsApp, Telegram, and live chat. Your primary responsibility is to ensure every message receives a prompt and thoughtful response, maintaining trust and clarity from the first interaction. This role does not involve sales but is critical in identifying when conversations need to be passed to other teams with full context and precision.
Key Responsibilities
- Monitor designated messaging channels and respond to incoming client messages within defined service level agreements
- Clearly acknowledge all messages, even when immediate resolution depends on internal follow-up
- Determine the nature of each inquiry—whether it relates to onboarding, billing, platform use, compliance, or sales—and direct it to the appropriate path
- Immediately transfer sales-qualified leads to the Business Development team, including essential details like requested platform, estimated budget, urgency, and timezone
- Resolve common, straightforward questions using approved resources and documentation
- Escalate technical, sensitive, or complex issues to the relevant internal team—such as Account Management, Operations, Billing, or Compliance—with detailed notes to prevent miscommunication
- Serve as the main point of contact during US business hours, with shared rotational responsibility for nights, weekends, and holidays
- Track escalated cases until acknowledged and follow up when ownership is not clearly assigned
- Maintain accurate internal records, including summaries, tags, stages, and escalation notes
- Consistently apply a professional, brand-aligned tone across all client interactions
Requirements
- Currently based in Brazil
- Minimum of two years in client support, customer success, helpdesk, or similar client-facing roles
- Native or fluent proficiency in both Portuguese and English, written and spoken
- Strong written communication skills, especially in short-form, real-time messaging environments
- Comfortable navigating SaaS tools and identifying technical issues before they escalate
- Able to manage multiple concurrent conversations without sacrificing clarity or accuracy
- Experienced in using scripts and playbooks while applying sound judgment to edge cases
- Proven ability to meet tight response time targets
- Highly organized with disciplined follow-through on documentation and tagging
- Self-motivated and experienced in remote work environments, available during US hours with flexibility for rotational weekend and night shifts
- Detail-focused, dependable, and genuinely committed to helping clients
Preferred Experience
- Support experience in ad tech, affiliate marketing, or performance-based digital advertising
- Familiarity with advertising platforms such as Meta, Google, TikTok, or native ad networks
- Background in customer experience for technical SaaS products
- Operations or client operations experience in a startup environment with evolving processes
- Hands-on use of CRMs, ticketing systems, or messaging platforms like Intercom, WhatsApp Business, or Telegram
- Additional language skills—especially Spanish—to support broader coverage across the Americas
Work Environment
This is a fully remote position open to candidates in Brazil. The team operates across time zones with a strong emphasis on flexibility and collaboration. You’ll work primarily during US hours, with shared responsibility for after-hours coverage. Regular virtual meetings and open communication channels keep the team connected. We prioritize clarity, responsiveness, and a structured approach to client support, all within a remote-first culture.
