Job description
Position Summary
We are looking for a Customer Support Level 2 professional to act as the main point of contact between the company and our B2B partners. This role is essential to ensure that requests are handled efficiently, promptly, and with a high standard of professionalism, directly contributing to customer satisfaction and retention.
Key Responsibilities
- Customer Support:
Manage and resolve Level 2 support requests, ensuring fast, clear, and effective service so that customers feel heard and well supported.
- Incident Management:
Prioritize and manage support tickets, escalating more complex issues to higher-level technical teams when necessary, ensuring quick and efficient resolutions.
- System Performance Monitoring:
Monitor system performance, proactively identifying potential failures or impacts before they affect users.
- Cross-Functional Collaboration:
Work closely with Technology, FinOps, Product, and other internal teams to resolve complex issues, fostering collaboration and operational efficiency.
- Feedback Collection and Sharing:
Gather insights from customer interactions and share relevant feedback with management, contributing to continuous improvement of products, processes, and services.
Desired Profile
- Effective Communication:
Fluency in English, with excellent verbal and written communication skills, capable of clearly conveying technical concepts to diverse and international audiences.
- Customer-Focused Mindset:
Strong customer orientation, with a professional and empathetic approach focused on ensuring the satisfaction of Premium clients.
- Technical Aptitude:
Interest and willingness to learn about systems and tools used in the role, with a practical approach to troubleshooting.
- Attention to Detail:
An organized and detail-oriented profile, committed to accurate documentation of incidents and support activities.
- Independent Problem Solving:
Ability to analyze scenarios, learn quickly, and proactively propose effective solutions.
- Shift Availability:
Availability to work rotating shifts (6 hours per day, 6 days per week), including weekends and holidays.
Requirements
- Education:
A degree in Information Technology, Computer Science, or related fields is considered a plus.
- Experience:
Previous experience in technical support, fintech, IT helpdesk, i-gaming, or similar roles is highly valued.
Language
- Fluent English (mandatory)
Important Information
Hiring under Brazilian Labor Law (CLT)
Candidates must be based in Brazil and have a valid CPF
100% remote position
Work schedule under a 6x1 model, with possible monthly shift changes and occasional Sunday work.
Competitive compensation – aligned with your experience and the market.
Meal allowance – provided through a prepaid card, with the flexibility to use part of the balance beyond food expenses.
Health and dental plan – no monthly cost for you with comprehensive coverage to take care of your health and well-being.
TotalPass – access to gyms and partner studios, encouraging a healthy and balanced lifestyle.
