Customer Experience Agent
New
Fully remote contractor role based in Brazil (also open to LATAM regions), Eastern Time (9am–6pm ET, Monday–Friday)ContractEntry
Salary not disclosed
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Job Details
- Languages
- English, Spanish
- Experience
- 1+ year of experience in customer support or customer-facing roles
- Required Skills
- Communication SkillsCustomer supportSaaSZendesk
Requirements
- 1+ year of experience in customer support or customer-facing roles
- Native-level English communication skills (written and spoken)
- Professional-level Spanish proficiency for user interaction
- Strong empathy and a customer-first mindset
- Ability to independently manage multiple support cases and prioritize effectively
- Familiarity with US customer communication standards and expectations
- Comfortable working remotely in Eastern Time (9am–6pm ET, Monday–Friday)
- Experience with SaaS or mobile app support environments is a plus
- Familiarity with tools such as Intercom or Zendesk is an advantage
- Exposure to subscription-based products or AI tools is a bonus
Responsibilities
- Handle inbound customer support requests via chat, email, and other digital channels
- Diagnose and resolve issues related to subscriptions, billing, account access, and app functionality
- Escalate technical bugs and complex cases with clear documentation and reproduction steps
- Maintain high performance quality metrics, including CSAT and internal QA standards
- Identify recurring user issues and share insights with CX leadership and product teams
- Contribute to and update internal knowledge base content in English and Spanish
- Participate in internal reviews, async discussions, and voice-of-customer reporting activities
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