Client Support Associate

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Agency Aurora

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

☁️ SaaS

📱 Media

🤝 B2B

SaaS • Media • B2B

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, even when full resolution requires escalation • Identify the intent of each conversation (new sales interest, existing client support, operational or billing question, platform or compliance issue) and route accordingly • Hand off sales-ready conversations to the Business Development team immediately, with clean context (platform requested, estimated spend, urgency, timezone) • Resolve basic, repeatable questions directly using approved playbooks (onboarding steps, high-level platform rules, billing flow explanations) • Escalate complex, sensitive, or technical issues to the right internal owner (Account Manager, Ops, Billing, or Compliance) with clear notes so nothing gets lost in translation • Act as the primary point of contact during US hours, with rotational coverage for nights, weekends, and holidays to make sure no inbound message goes unanswered • Track escalations through to acknowledgement and follow up when ownership is unclear • Keep internal records clean and current, including conversation summaries, tags, stages, and escalation notes • Maintain a consistent, brand-aligned tone across every client conversation

🎯 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 (short, clear, no fluff) • Technically capable: comfortable navigating SaaS platforms and spotting platform-level issues before they escalate • Calm under pressure, able to handle a high volume of concurrent conversations without losing accuracy • Comfortable working from approved scripts and playbooks, while applying good judgement when situations don't fit neatly into them • Fast and responsive by nature, with a track record of hitting tight SLAs • Organized and disciplined about note-taking, tagging, and follow-through • Self-directed and comfortable working remotely in US hours, with availability for some rotational nights and weekends • Detail-oriented, reliable, and genuinely enjoys helping people

🏖️ Benefits

• Remote-First at Aurora • We believe in the power of flexibility while fostering a highly collaborative environment. Our team is spread across different time zones, but we stay connected through regular virtual meetings, collaborative tools, and open communication channels.