**About the Opportunity** The Customer Support representative will serve as the primary point of contact between customers and operations, ensuring clear, organized, and efficient support throughout the entire customer journey. This role focuses on understanding customer needs, clarifying questions regarding support interactions, logging and routing requests to responsible teams, and tracking each request until resolution. It also involves supporting operational routines such as scheduling, cancellations, rescheduling, service extensions, and operational adjustments. We are seeking someone with strong communication skills, a sense of urgency, organizational ability, and the capacity to mediate across multiple teams swiftly and accurately. **Responsibilities and Duties** **How You Will Contribute** * Provide customer support through the company’s official channels * Clarify questions about support interactions, processes, and operational requests * Log and track internal requests, ensuring visibility and organization of all requests * Escalate and route topics to responsible teams as needed * Submit requests related to scheduling, cancellations, rescheduling, and extensions * Support necessary operational adjustments to ensure smooth support delivery * Act as a liaison between customers and operations, ensuring alignment in case handling * Monitor ongoing requests until completion * Use internal communication and tracking tools correctly * Contribute to agile, clear, and efficient support, strengthening the customer experience **Requirements and Qualifications** **We Are Looking For Someone Who** * Demonstrates strong written communication and clarity when interacting with customers and internal teams * Can understand needs and translate requests objectively * Is organized in logging, tracking, and prioritizing requests * Can handle multiple simultaneous requests efficiently * Shows accountability and follows through until case resolution * Can collaborate effectively with operations, support, and customer success teams * Is proactive in identifying appropriate escalations and pursuing resolutions * Has basic/intermediate knowledge of tracking tools such as spreadsheets and Trello **Nice-to-Have Qualifications That Stand Out** * Prior experience in customer support, operational support, or customer experience * Experience in dynamic environments with high request volumes * Ability to mediate across departments and organize operational workflows * Experience with demand management and internal communication tools **Desired Tools and Knowledge** * Google Sheets * Excel **Education** Completed high school education. **Additional Information** **Helppi Benefits** Starbem Health Benefit \- Telemedicine; iFood Benefits Card \- Remote work allowance; Wellhub (up to 3 dependents included); Birthday day off and birthday PIX bonus; Paid leave: 30 days; Life insurance; Welcome kit and workplace setup. **Employment Model** PJ (individual contractor) engagement, with invoice issuance; If needed, we have partner services that can assist with your company/CNPJ registration; 100% remote work; In-person meetings take place in São Paulo city (don’t worry — Helppi covers transportation and meal expenses). We invite you to join a dynamic and talented team where you can develop your skills and grow professionally. At our company, we value teamwork, innovation, and commitment to excellence. If you seek a stimulating work environment with continuous learning opportunities and challenging projects, join our team!
João Silva
Indeed · HR
João Silva
Indeed · HR
