About the Role
The role involves delivering high-quality customer support to Portuguese-speaking users by addressing their concerns, resolving technical and account issues, and ensuring a seamless experience on the platform through clear and efficient communication.
Responsibilities
- Respond to customer inquiries in Portuguese via email, chat, and phone
- Troubleshoot and resolve account-related issues for users
- Escalate technical problems to relevant internal teams
- Provide accurate information about platform features and policies
- Guide users through verification and security processes
- Monitor customer communications for urgent or sensitive cases
- Maintain up-to-date knowledge of product updates and procedures
- Document customer interactions and outcomes in support systems
- Identify recurring issues and suggest service improvements
- Follow established protocols for data privacy and compliance
- Assist users with transaction and payment-related questions
- Educate customers on safe platform usage practices
- Collaborate with cross-functional teams to improve resolution times
- Handle complaints with empathy and professionalism
- Adhere to response time standards across support channels
- Report fraudulent or suspicious user behavior when detected
- Support onboarding efforts for new customers
- Participate in team training and knowledge-sharing sessions
- Contribute to multilingual support documentation
- Work flexible hours including weekends and holidays
- Ensure consistent service quality across all interactions
- Stay compliant with regional regulations affecting customer service
- Use CRM tools to manage and track support tickets
- Maintain high customer satisfaction ratings
- Adapt communication style to diverse customer needs
Compensation
Competitive salary and benefits package provided
Work Arrangement
Remote
Team
Global customer support team operating across time zones
Languages
Portuguese required at native level, English at professional proficiency
Availability
- Must be available to work weekends and public holidays
- Flexible scheduling across different shifts
Technology Skills
- Experience with Zendesk or similar CRM platforms
- Comfort navigating multiple browser windows and applications simultaneously
Performance Metrics
Measured on response time, resolution rate, and customer satisfaction
Work Environment
- Fully remote position with digital collaboration tools
- Regular virtual team meetings and check-ins
Not applicable
