Customer Support
HRE GROUP
contract
Posted on:
Location Type: Hybrid
Location: Florianópolis • Brazil
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Tech Stack
About the role
- Answer tickets and questions about product functionality, bugs, and workflows.
- Guide users through features such as reservations, program registrations, events, passes, and financial transactions.
- Escalate technical issues using Jira/Confluence while following them through to resolution.
- Proactively identify recurring pain points and contribute to improving help articles and FAQs.
- Collaborate with engineering, quality assurance, and product teams to provide rich, context-rich feedback.
- Train new clients or internal staff when necessary via video calls or screen sharing.
- Participate in product testing and provide usability and edge case insights.
- Execute basic SQL operations (Select, Insert, Update, Delete).
Requirements
- Excellent written and spoken English.
- Experience with basic SQL.
- At least 2 years of experience in software support or customer success, preferably SaaS.
- Familiarity with community platforms, homeowners association software, gym/membership systems, or systems for Accounting/Ticketing.
- Comfort with ticketing systems, video support tools (Zoom, Loom), and CRM platforms.
- Ability to understand and explain moderately technical workflows.
- Strong sense of ownership, empathy, and responsiveness.
- Located in Brazil, preferably in Florianópolis (SC) or surrounding areas.
Benefits
- Competitive compensation in USD via freelance contract.
- Hybrid work in Florianópolis
- Lead the evolution of multiple high-impact products used by thousands of communities in the USA.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SQLbasic SQL operationsproduct testingusability insightsedge case insights
Soft skills
excellent written Englishexcellent spoken Englishstrong sense of ownershipempathyresponsiveness