Digital CX Brand Specialist – Portuguese
Clearlink
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇧🇷 Brazil
Visit company websiteJob Level
Junior
About the role
- Drive positive and unique customer experiences through crafting social engagements on behalf of the brand partner, with the intent of raising brand awareness, fostering brand adoption, increasing customer satisfaction, and deepening brand loyalty.
- Serve as a leader on customer relationship management by representing the brand partner (and their respective products/services), in line with brand voice and tone, product knowledge, corporate guidelines, and training, while also developing a strong understanding and comprehension of trends, preferences, and pain points of current and potential customers.
- Provide memorable, unique responses at scale to cultivate impactful brand relationships with customers via social media channels and other designated digital touchpoints.
- Provide community management and engagement services in both English and Brazilian Portuguese, ensuring culturally relevant, localized responses that match the brand’s voice and tone.
- Reply to brand engagement-related social media consumer posts (including Twitter, Instagram, and Facebook) on behalf of the client partner, adhering to client-specific social media playbook and guidelines including engagement protocol, voice/tone, and escalation procedures, during designated support business hours.
- Craft responses in both Brazilian Portuguese and English, ensuring cultural and linguistic accuracy across all social engagements.
- Maintain a consistently high standard of brand responses as well as productivity in the day-to-day of the role.
- Proactively research, locate, surface, and potentially engage in timely and brand-appropriate shareable user-generated content (UGC) to recommend for repost across client-owned social channels.
- Support and expand proactive social listening to: Identify opportunities to create more personalized, near real-time customer-influenced engagement replies and content.
- Pinpoint emerging customer trends in real-time to elevate as wider call-to-action / user-generated brand engagement opportunities.
- Locate and support “newsjacking” opportunities; i.e. flagging potentially relevant trending hashtags, social, and/or cultural moments for engagement and/or content creation inspiration.
- Track consumer response to GTM roll-outs and competitive insights as requested.
- Proactively recommend new content or effective brand engagement solutions, based on observations, trends, and information gathered from results of digital engagements and additional community insights.
- Ensure escalations are processed correctly and in a timely manner using the appropriate and necessary tools and processes.
- Provide accurate and relevant feedback on internal processes and tools to internal departments (including team leads, social media analysts, and account management) and/or clients to identify information that can be used to optimize current processes, such as the development of knowledge base (KB) resources for the team.
Requirements
- Native or near-native fluency in Brazilian Portuguese and proficiency in English, with strong command of grammar, spelling, tone, and cultural nuance in both languages.
- 1-3 years of experience managing social communities for brands or organizations preferred, online user-to-user support, community management social media, or marketing communications.
- Familiarity with key social media platforms (Twitter/X, Instagram, Facebook) and the norms of brand communication across these channels.
- Experience using tools such as Sprinklr, Khoros, or similar social media management platforms is highly desirable.
- High-level understanding of digital channels, including similarities and differences between social media networks, messaging apps, web-based chat, community forums, consumer review sites, self-service content, and e-mail. Must also understand the difference between using social media on behalf of a company as opposed to personal use.
- Previous experience with social media management tools such as Sprinklr, Khoros, etc. or other related technology platforms is highly desirable.
- 1-3 years customer service experience or experience working in a related industry preferred.
- Ability to quickly adopt and retain high-level knowledge and expertise on client’s products and services.
- Strong organizational and time management skills.
- True ownership mindset with resilience and resolve to follow-through.
- Typing speed of 40 words per minute is desirable.
- High school diploma required.
Benefits
- 🩺 Healthcare: We offer low-cost, competitive health coverage (domestic partners included!) with employer-paid counseling services.
- 💰 Invest in the Future: Enjoy 401(k) matching after just two months of employment, with employer matching starting at ~3%.
- 🧘♀️ Lifestyle Spending Stipends: Access an employer-paid spending account for physical, financial, and emotional wellbeing expenses.
- 🏝️ Flexible Time Off: We offer competitive time-off balances that accrue weekly, just like your paycheck. (Yes, we’re paid weekly too!)
- 👶🏻 Parental Leave: We provide 2 weeks of paid parental leave during the first year and up to 6 weeks after one year of employment.
- ✈️ Generous Paid Holidays: Celebrate cultural diversity with additional flex holidays in addition to our company paid holidays.
- 🏠 Remote Work Options: Skip the daily commute, and embrace the flexibility of working from home.
- 🌎 World Class Facility: With onsite restaurants, a 7,000 sqft gym, pickleball & basketball courts, spin class/pilates room, bikes, massages, and so much more.
- 🛟 Comprehensive Life Insurance: Ensure peace of mind with coverage that extends beyond the workplace with employer paid life insurance (including coverage for dependents and spouses).
- 🤝 Employee Resource Groups (ERGs): Join us in fostering connections, celebrating diversity, and providing a supportive community for all.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
community managementsocial media managementcustomer relationship managementdigital engagementcontent creationsocial listeninguser-generated contentbrand communicationtyping speed 40 wpmbilingual communication
Soft skills
organizational skillstime managementownership mindsetresilienceproblem-solvingcultural awarenesscustomer satisfaction focusadaptabilityattention to detailcommunication skills
Certifications
high school diploma