Client Support Associate

New

Aurora GroupAdvertising Technology

Based in Brazil, US hours, with rotational coverage for nights, weekends, and holidaysFull-TimeMiddle

Salary not disclosed

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Job Details

2+ years of experience in client support, customer success, live chat, helpdesk, or similar client-facing operational roles
Native or fluent Portuguese and near-perfect English, both written and spoken
Strong written communication skills, especially in live chat and messaging formats
Technically capable: comfortable navigating SaaS platforms and spotting platform-level issues
Calm under pressure, able to handle a high volume of concurrent conversations without losing accuracy
Comfortable working from approved scripts and playbooks, while applying good judgement
Fast and responsive by nature, with a track record of hitting tight SLAs
Organized and disciplined about note-taking, tagging, and follow-through
Self-directed and comfortable working remotely in US hours
Availability for some rotational nights and weekends
Detail-oriented, reliable, and genuinely enjoys helping people

Monitor assigned messaging channels and respond to inbound client messages within SLA
Acknowledge every inbound message clearly and calmly, even when full resolution requires escalation
Identify the intent of each conversation and route accordingly
Hand off sales-ready conversations to the Business Development team immediately with clean context
Resolve basic, repeatable questions directly using approved playbooks
Escalate complex, sensitive, or technical issues to the right internal owner with clear notes
Act as the primary point of contact during US hours, with rotational coverage for nights, weekends, and holidays
Track escalations through to acknowledgement and follow up when ownership is unclear
Keep internal records clean and current
Maintain a consistent, brand-aligned tone across every client conversation

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