Client Support Associate

Job not on LinkedIn

🔥 0 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📁 Client Services

🚫👨‍🎓 No degree required

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Agency Aurora

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Agency Aurora is a provider of advertising infrastructure and managed ad-account services that helps businesses and agencies scale digital advertising across 40+ platforms. It offers whitelisted enterprise ad accounts, a unified SaaS dashboard for managing campaigns, multi-currency payment and cashback solutions, and dedicated account management, reseller/whitelabel options, and consulting to optimize media buying and compliance.

📋 Description

• Monitor assigned messaging channels and respond to inbound client messages within SLA • Acknowledge every inbound message clearly and calmly • Identify conversation intent and route it appropriately • Immediately hand off sales-ready conversations to Business Development with platform, spend, urgency, and timezone context • Resolve basic repeatable questions using approved playbooks • Escalate complex, sensitive, or technical issues to Account Management, Operations, Billing, or Compliance • Act as primary point of contact during US hours with rotational night, weekend, and holiday coverage • Track escalations through acknowledgement and follow up when ownership is unclear • Maintain clean internal records, including summaries, tags, stages, and escalation notes • Maintain a consistent, brand-aligned tone across client conversations

🎯 Requirements

• Based in Brazil • 2+ years of experience in client support, customer success, live chat, helpdesk, or similar client-facing operational roles • Native or fluent Portuguese and near-perfect English, both written and spoken • Strong written communication, especially in live chat and messaging formats • Comfortable navigating SaaS platforms and spotting platform-level issues • Able to handle a high volume of concurrent conversations without losing accuracy • Comfortable working from approved scripts and playbooks while applying good judgement • Track record of hitting tight SLAs • Organized and disciplined about note-taking, tagging, and follow-through • Comfortable working remotely in US hours, with availability for some rotational nights and weekends • Detail-oriented, reliable, and enjoys helping people • Preferred: Experience in client support at an ad tech company, affiliate network, or similar performance marketing business • Preferred: Working knowledge of Meta, Google, TikTok, and native advertising networks • Preferred: SaaS customer support or CX experience with a technical client base • Preferred: Junior operations or client operations experience at a startup • Preferred: Experience with CRMs, ticketing systems, WhatsApp Business, Telegram, Intercom, and similar tools • Preferred: Additional languages, especially Spanish

🏖️ Benefits

• Fully remote team with flexible work arrangements • Highly collaborative environment • Regular virtual meetings • Collaborative tools and open communication channels