Sauce

B2C Content, Tier-2 Support Specialist

Sauce

full-time

Posted on:

Location Type: Remote

Location: Brazil

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About the role

  • Own B2C content operations: in-app content, FAQs, help center articles, release notes, and user-facing announcements
  • Handle Tier-2 customer support for B2C users (complex issues escalated from Tier-1)
  • Investigate product issues, reproduce bugs, and provide clear root-cause summaries
  • Collaborate closely with Product, Engineering, and Growth teams
  • Maintain high-quality, consistent tone and messaging across all customer touchpoints
  • Identify recurring issues and proactively suggest product or UX improvements
  • Support launches and feature rollouts with clear customer communication
  • Work fully in US business hours

Requirements

  • 3+ years in B2C support, customer operations, or content roles (SaaS or consumer apps preferred)
  • Proven experience handling Tier-2 / technical support cases
  • Strong written English with the ability to explain complex topics simply
  • Comfortable working with ticketing systems (Hubspot)
  • Ability to debug issues using logs, admin dashboards, or internal tools
  • Experience working cross-functionally with engineers and PMs
  • Close attention to detail and a strong ownership mindset
  • Able to prioritize, multitask, and stay calm under pressure
  • **Nice to Have**
  • Experience with mobile or web B2C products
  • Familiarity with analytics tools (GA, Mixpanel, Preset)
  • Background in content ops, UX writing, or technical writing
  • Experience supporting users in the US market
  • Basic understanding of APIs, web/mobile flows, or backend concepts
  • **Success Traits for This Role**
  • Customer-obsessed, but pragmatic
  • Clear communicator who doesn’t over-complicate
  • Proactive problem-solver
  • Comfortable operating independently
  • Strong sense of accountability and follow-through
Benefits
  • Strong & Competitive Compensation Package
  • Flexible Work Environment
  • 10 Paid Personal/Vacation Days
  • 5 Paid Sick Days
  • Monthly Wellness Stipend
  • Quarterly Team Dinners & Events!
  • The Opportunity to Build Something that Changes the Delivery Tech Industry for the Better!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
B2C supportcustomer operationscontent managementTier-2 supportdebugginganalytics toolsUX writingtechnical writingAPIsbackend concepts
Soft Skills
strong written communicationattention to detailownership mindsetprioritizationmultitaskingcalm under pressurecustomer-obsessedclear communicationproactive problem-solvingindependent operation