Customer Service Representative | Brazil | Remote

Customer Service Representative (Self-Serve SaaS)

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Are you passionate about helping users succeed with innovative software? Join us on the frontlines as a Customer Service Representative during our exciting self-serve launch. You'll be the go-to resource for troubleshooting, guiding users, and enhancing the customer experience all while collaborating closely with a fast-moving internal team.

Role Overview

As a key member of our remote support team, you'll provide world-class assistance to self-serve users, ensuring their onboarding is seamless and their questions are resolved quickly and effectively. You'll work across multiple communication channels and support systems, helping shape our support function at a critical stage of growth.

Customer Interaction & Issue Resolution

Respond promptly to customer inquiries across Slack, support email, and ticketing systems (e.g., Pylon), while meeting SLA targets

Collaborate with AI-powered bots, escalating complex or sensitive issues for human resolution as needed

Communicate clearly, empathetically, and professionally with users from diverse backgrounds

Knowledge Sharing & Onboarding

Assist new users with onboarding, answering first-time questions and guiding them through setup

Identify knowledge gaps and contribute to internal documentation and help articles

Coordinate with the core team during initial onboarding phases

What We're Looking For

Previous experience in a customer support role at a software company (startup or fast-growth SaaS strongly preferred)

Exceptional written communication skills in English

Familiarity with tools like Slack, Intercom, Linear, Jira, Pylon, or similar support and automation systems

Ability to thrive in a remote setting with minimal oversight, embracing ambiguity and startup-paced work

Apply here:

Originally posted on Himalayas