Customer Service Representative

About the role

As a Customer Service Representative, you will make an impact by supporting internal clients with high‑quality service, ensuring accurate execution of operational processes, and contributing to continuous improvement initiatives. You will be a valued member of the Customer Support & Operations team and collaborate closely with sales, marketing, and other business partners.

In this role, you will:

• Provide customer service support via email, phone, and ticketing platforms.

• Act as a guardian and promoter of established policies, procedures, and timelines.

• Serve as a facilitator for the sales force, marketing teams, and other internal stakeholders.

• Support timely execution of tasks related to events, service delivery, data integrity across systems, and ad‑hoc or seasonal client needs.

• Organize and maintain documentation for validation, auditing, and process control.

• Interpret performance indicators and results related to customer service activities.

• Operate internal client tools in alignment with provided training and reference materials.

• Build and maintain positive, collaborative relationships with all teams involved.

Work model

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring 2–3 days per week onsite in São Paulo, Brazil. Regardless of your working arrangement, we are here to support a healthy work-life balance through our wellbeing programs.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured, we will always be clear about role expectations.

What you need to have to be considered

• Experience in customer service (front office and/or back office).

• Strong communication skills with a helpful, professional, and client‑oriented attitude.

• Ability to proactively identify issues and propose effective solutions.

• Experience creating support materials (instructions, step‑by‑step guides, tutorials) using clear and objective language.

• Basic proficiency in the MS Office Suite.

• Excel: functions, pivot tables, and data analysis.

• Word: mail merge, tables, and object insertion.

• Quick learning ability with strong understanding of simple to complex processes.

• Skill in identifying gaps and opportunities for process and workflow improvements.

• Ease in interacting and collaborating with teams.

• Knowledge of basic customer service indicators (e.g., Average Handling Time – TMA, First Call Resolution – FCR).

*** Please submit your resume in English ***

These will help you stand out

• Experience supporting sales, marketing, or field teams.

• Familiarity with CRM, ticketing systems, or service platforms.

• Demonstrated ability to enhance processes based on data and operational feedback.

• Strong organizational skills and attention to detail.

• Ability to perform well in dynamic, fast‑changing environments.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don’t hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new value and ideas to this role.