Activate JobCopilot
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Especialista de Suporte ao Cliente – Inglês Fluente based in Brazil.
In this role, you will be part of a fast-paced customer support environment within a global fintech ecosystem, providing first-level assistance to users and partners across electric vehicle charging and payment solutions in the U.S. market. You will act as the primary point of contact for troubleshooting and resolving customer issues, ensuring a smooth and reliable experience across digital platforms, payment systems, and self-service tools. The position requires strong analytical thinking to quickly diagnose problems and apply the correct resolution path using structured support playbooks. You will also be responsible for ticket management, escalation decisions, and continuous improvement feedback based on recurring issues. This is a highly customer-facing role where precision, communication, and responsiveness directly impact user satisfaction. It is ideal for someone who enjoys problem-solving in a tech-driven, operational support environment.
Accountabilities:
- Act as the first point of contact for customers and partners, providing Level 1 support for issues related to payment systems and EV charging platforms.
- Diagnose and categorize technical or operational issues, applying the appropriate playbooks, runbooks, or support scripts.
- Identify when issues can be resolved at Tier 1 level and when escalation to higher support tiers is required.
- Manage and track support tickets, ensuring timely updates, resolution, and proper documentation of all interactions.
- Maintain clear and structured communication with customers throughout the resolution process.
- Document recurring issues and contribute insights to improve processes, tools, and knowledge bases.
- Participate in quality assurance reviews, calibration sessions, and continuous improvement initiatives.
Requirements:
- Fluent English (spoken and written) is mandatory.
- Bachelor’s degree completed, preferably in Technology, IT, or related fields.
- Strong experience in customer support or technical service roles.
- Familiarity with payment systems, self-service platforms, or digital transaction environments.
- Experience using ticketing systems, administrative portals, payment terminals, or mobile applications.
- Strong analytical skills with high attention to detail and structured problem-solving ability.
- Ability to distinguish between technical issues requiring escalation and those solvable at first level.
- Availability to work from 12:00 to 21:00 to align with U.S. time zones.
- Preferred: experience with EV charging products or related energy/payment solutions.
Benefits:
- 100% remote position with optional access to offices in Curitiba or São Paulo.
- Opportunity for fast career growth in a global fintech environment.
- Exposure to international operations across the U.S. EV charging and payments market.
- Collaborative, transparent, and cross-functional work culture.
- Strong learning environment with continuous improvement and process development opportunities.
- Opportunity to work with cutting-edge payment and digital commerce technologies.
Your email job alert is now active!
