Activate JobCopilot
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Experience Agent based in Brazil.
This role is part of a global customer experience team dedicated to supporting language learners across multiple regions and ensuring they receive a seamless, high-quality learning experience. You will be the primary point of contact for users, helping them resolve issues related to subscriptions, billing, account access, and product functionality. The position plays a key role in maintaining user satisfaction and engagement while contributing insights that help improve the product and overall customer journey. You will work in a fast-paced, remote-first environment, collaborating closely with CX leads, product teams, and support peers across different time zones. This is an opportunity to support millions of learners while directly shaping how users experience an AI-powered learning platform. The role requires strong communication skills, empathy, and the ability to manage multiple cases efficiently while maintaining high service standards.
Accountabilities:
You will be responsible for delivering high-quality customer support experiences for English and Spanish-speaking users across the Americas, ensuring fast and effective resolution of user issues.
- 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
Requirements:
You are a user-focused customer support professional with strong communication skills and the ability to manage multiple cases in a fast-paced digital environment.
- 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
Benefits:
- Fully remote contractor role based in Brazil (also open to LATAM regions)
- Fixed schedule aligned with Eastern Time business hours
- Opportunity to support a fast-growing global AI-powered learning platform
- Exposure to international users across multiple markets and languages
- Collaborative, mission-driven and multicultural team environment
- Chance to contribute directly to product improvement through user insights
- Work with modern customer support and AI-assisted tools
- Opportunity to grow within a rapidly scaling global company
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